Call Center Manager

We seek a skilled Call Center Managerto supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent Call Center Manager must be organized, reliable, and results-driven. They must also have a practical mind to solve problems on the spot, see the “big picture,” and make improvements. As a Call Center Manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Salary - $50K-55K

Responsibilities

• Develop objectives for the Call Center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
• Collect and analyze Call Center statistics (costs, customer service metrics, etc.).
• Assume responsibility for budgeting and tracking expenses.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling, and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.).
• Prepare reports for different departments or upper management.

Requirements and skills

• Proven experience as a Call Center Manager or similar position.
• Experience in process improvement.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Proficient in MS Office and Call Center equipment/software programs.
  Outstanding communication and interpersonal skills.
  Excellent organizational and leadership skills with a problem-solving ability.
  Positive and patient.
  A high school diploma or equivalent and/or a higher degree in a relevant discipline will be appreciated.