Call Center Manager

We are looking for a dynamic Call Center Manager to lead and optimize operations at our facilities. Your primary responsibility is to manage a team of supervisors and their teams, ensuring high-quality performance and goal attainment. As a leader, you will play a key role in coaching, monitoring progress, and enforcing rules while maintaining a strong focus on achieving results and compliance.
Job Responsibilities

• Manage a team of supervisors and Call Center agents effectively, conducting daily check-ins, and addressing employee concerns promptly.
• Review client reports regularly to track progress and goal achievement.
• Maintain high-quality assurance scores and address low-scoring calls through effective coaching.
• Monitor call campaigns, ensuring strategy effectiveness and key performance indicators (KPIs) achievement.
• Oversee inventory control, audit processes, and maintain accurate reporting on various metrics.
• Escalate IT-related issues and manage ticket entries for support.
• Conduct training sessions for agents as needed.
• Keep the department manual updated with process changes.
• Lead by example and uphold expectations for staff.
• Other duties as assigned.
• Language skills: Ability to read, analyze, and interpret business materials.
• Mathematical skills: Advanced quantitative skills.
• Reasoning ability: Effective problem-solving through critical and creative thinking.
• Computer skills: Working knowledge of spreadsheet and word processing software.

Competencies

• Strong communicator and motivator.
• Leadership qualities with accountability.
• Analytical skills, including interpreting client actuary reports and reviewing KPI stats.
• Effective decision-maker in the best interest of the company and employees.

Qualifications

• Bachelor’s Degree, Associate's Degree with 2 years of work experience, or High School Diploma/GED with 5 years of work experience.
• Previous managerial experience with a team of over 10 reps.
• Excellent communication and leadership skills.
• Familiarity with senior living is a plus.
• Strong organizational skills and attention to detail.
• Ability to train employees when needed.