AddressThe Call Center Manager manages and directs all aspectual inbound Call Center operations. The Call Center Manager implements, enforces, and reviews Call Center procedures and policies. The end goal is to serve the customers well by delivering a high standard, efficient customer service and to represent the organization in the best possible way. Job Responsibilities: 1. Hire, onboard, and train Call Center personnel. 2. Coach Call Center team members to improve performance, and support through challenging customer service issues. 3. Capture, strengthen and coach best practices for how to improve conversion rates and optimize overall call performance. 4. Conduct periodic quality assurance reviews with each team member. 5. Work closely with home office management to set priorities, goals and prepare work schedules to ensure ample coverage. 6. Analyze Call Center data, prepare reports and make recommendations. 7. Develop and implement Call Center policies and procedures. 8. Identify and implement process improvements to enhance efficiency. 9. Address escalated customer issues and ensure timely resolution. 10. Oversee the use of Call Center technology and tools. 11. Monitor expenses and identify cost-saving opportunities. 12. Foster a positive and open communication environment. Job Qualifications: • Bachelor’s degree in Business studies or Management studies from an accredited institution. • Proven experience leading a team in a fast-paced, high-volume, multi-lingual Call Center environment. • Exceptional interpersonal and customer service skills with a strong ability to openly and effectively communicate throughout the company. • Familiarity with Call Center technology platforms to provide analytics and interpret data quickly and effectively. • Strong problem-solving and conflict resolution skills. • Ability to motivate employees by utilizing inspirational coaching and leadership skills to cultivate a level of company and personal success. • Prepare reports and analyze data to ensure resources are properly allocated, maximized efficiencies are reached and customer’s experience goals are met. • Hire new team members as needed, promote accordingly, and terminate team members when necessary. • Plan, facilitate and lead department meetings and training. • Provide a vision and strategy to continually improve and grow the Call Center while preserving the customer experience.
