Call Center Manager 14N25

A Call Center Manager is a critical role in ensuring the effective and efficient operation of a customer support call center. This position involves overseeing the daily operations, including managing a team of customer support agents, tracking service metrics, and implementing strategies to enhance performance and customer satisfaction. As a Call Center Manager, you will need to be adept in handling issues related to customer service, providing solutions for complex problems, and ensuring that your team meets set KPIs and goals. This role requires strong leadership skills, exceptional problem-solving abilities, and the capability to foster a positive working environment within the call center. Your primary objective is to streamline processes to improve customer service quality and operational efficiency, ultimately driving the organization's success.

Responsibilities

• Supervise daily operations of the call center to ensure efficiency in service delivery.
• Develop and implement strategies to improve call center productivity and customer satisfaction.
• Monitor and analyze performance metrics to enhance operational effectiveness and efficiency.
• Develop training programs and initiatives for team members to ensure skill development.
• Ensure the call center complies with the industry standards and company policies.
• Manage quality assurance programs to maintain high customer service standards.
• Liaise with other departments to ensure smooth operational processes and communication.
• Address and resolve escalated customer issues and complaints professionally and effectively.
• Maintain and update call center technology, overseeing its implementation and optimization.
• Prepare detailed reports on call center operations and present them to senior management.
• Lead, coach, and motivate a team of customer support agents to achieve high performance.
• Collaborate with HR in the recruitment and training of new call center employees.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field is required.
• Proven experience as a Call Center Manager or in a similar role for at least 3 years.
• Excellent leadership and interpersonal skills with the ability to manage diverse teams.
• Strong analytical skills and the ability to think strategically and solve problems effectively.
• Proficiency in call center software, telephony, and related technology tools is essential.
• Ability to work under pressure, manage time efficiently, and meet deadlines consistently.
• Exceptional communication skills, both verbal and written, are a must for this role.