Call Center Manager 13J25

The role of Call Center Manager is crucial in leading our customer service team and ensuring the delivery of exceptional service to all callers. The Call Center Manager will oversee daily operations, manage staff performance, and implement strategies to improve efficiency and customer satisfaction. The ideal candidate will possess excellent leadership skills, have an eye for detail, and remain calm under pressure. This role demands proficiency in problem-solving and a pro-active approach to managing customer interactions and technical issues. Our goal is to meet and exceed our customer's expectations, and the Call Center Manager will be at the forefront of this mission, working closely with team members and other departments to implement best practices.

Responsibilities

• Lead and manage the call center team to achieve operational excellence.
• Develop and implement strategies to enhance customer service quality.
• Monitor call center performance metrics and ensure targets are met.
• Conduct regular training sessions to improve team skills and performance.
• Handle customer escalations with sensitivity and provide a resolution.
• Create and maintain a positive and motivating work environment.
• Collaborate with other departments to streamline operations and services.
• Prepare and present reports on call center performance and customer feedback.
• Oversee the scheduling and resource planning for call center operations.
• Ensuring compliance with company policies and governmental regulations.
• Continuously evaluate and upgrade call center technologies and systems.
• Develop incentives and recognition programs to inspire high performance.

Requirements

• Bachelor's degree or equivalent experience in management or customer service.
• Minimum of 5 years experience in call center management or a similar role.
• Strong leadership abilities with excellent communication skills required.
• Proven ability to drive results and improve customer service metrics.
• Thorough understanding of call center operations and industry standards.
• Proficiency in call center software and customer relationship management tools.
• Ability to handle high-pressure situations with professionalism and calmness.