Call Center Manager

Position Summary

The Call Center Manager is responsible for leading and overseeing the daily operations of the Call Center. This role ensures high-quality customer service, operational efficiency, regulatory compliance, and achievement of performance goals. The Call Center Manager provides strong leadership to call center staff, promotes a culture of service excellence, and supports organizational objectives through effective team development and operational oversight.

• Manage daily Call Center operations and ensure regulatory compliance.
• Hire, train, coach, and evaluate call center staff.
• Monitor performance metrics (service levels, call volume, wait times, sales goals).
• Oversee scheduling, staffing, payroll approvals, and workflow.
• Resolve escalated call issues and report results to senior leadership.

• High school diploma required; 5+ years of call center experience, with a minimum of 2 years in call center management.
• Strong knowledge of financial services operations, products, and policies.
• Proven leadership and performance management skills.
• Strong communication, decision-making, and multitasking abilities.
• Proficiency in MS Office and call center systems.