Call Center Manager (225-701)

The Call Center Manager is a key figure in any customer support management team, responsible for ensuring optimum performance and results in a call center environment. They are tasked with leading a team of call center agents, focusing on customer satisfaction, and achieving performance targets. This role requires excellent leadership and motivational skills, with the ability to work on under pressure and solve problems promptly. A Call Center Manager evaluates metrics and performance indicators to continually improve operations and ensure that customer service standards are met. They also develop strategies for growth and efficiency enhancement, while maintaining a motivated workforce. As the point of contact between management and the call center associates, the Call Center Manager plays a pivotal role in policy implementation, procedural adjustments, and initiative execution.

Responsibilities

• Supervise and manage daily operations of the customer call center for efficiency.
• Develop and implement effective customer service procedures to meet targets.
• Monitor and analyze performance metrics to improve call center efficiency.
• Recruit, train, and mentor call center staff to ensure high performance.
• Resolve escalated customer complaints and queries in a timely manner.
• Coordinate with other departments to streamline call center processes.
• Set performance goals for the call center and monitor their achievement.
• Design and execute improvement plans based on performance analysis.
• Manage scheduling and workforce planning to optimize resource utilization.
• Ensure compliance with company policies and regulatory requirements.
• Develop strategies for enhancing customer satisfaction and loyalty.
• Prepare detailed reports on call center performance for upper management.

Requirements

• Proven experience in a supervisory or managerial role in a call center.
• Excellent leadership skills with ability to manage and motivate staff.
• Exceptional communication and problem-solving abilities are essential.
• Proficiency in performance evaluation and customer service metrics.
• Strong organizational skills with ability to multitask effectively.
• Working knowledge of call center equipment and computer systems.
• Bachelor's degree in Business Administration or relevant field preferred.