Call Center Manager

The Call Center Operations Manager is responsible for overseeing the daily operations of the call center, ensuring effective planning, management, and execution of customer service activities. This role includes managing call center staff, optimizing processes, handling customer complaints, and implementing strategies to enhance service delivery and customer satisfaction.

• Develop and implement strategic plans for call center operations to align with organizational goals.
• Forecast call volume and staffing needs to ensure adequate coverage and efficient operations.
• Design and implement performance metrics to evaluate the effectiveness of call center operations.
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.

• Oversee daily operations of the call center, ensuring that service levels and quality standards are met.
• Manage staffing schedules, ensuring optimal resource allocation for peak call times and service demands.
• Implement and maintain call center technologies and systems to enhance operational efficiency.
• Conduct regular assessments of call center processes and workflows to optimize performance.
• Develop and implement procedures for effectively handling customer complaints and escalations.
• Monitor customer feedback and complaints to identify common issues and implement corrective actions.
• Train call center staff on effective complaint resolution techniques and customer service best practices.
• Collaborate with other departments to address systemic issues affecting customer satisfaction.

• Generate and present reports on call center performance, including metrics on call volume, resolution times, and customer satisfaction.
• Analyze data to identify trends, develop insights, and make informed recommendations for operational improvements.
• Prepare and present regular updates to senior management on call center performance and initiatives.
• Collaborate with sales, marketing, and product teams to ensure alignment in customer service messaging and initiatives.
• Facilitate communication between the call center and other departments to address customer needs and improve service delivery.

A Bachelor’s Degree in Business Administration or a related field; a Master’s degree is preferred.

Relevant certifications in customer service management is a plus.

8+ years of experience in call center operations or customer service management, with at least 2 years in a managerial role.

Proven experience in handling customer complaints and implementing service improvement initiatives.

Computer:
Proficiency in call center software, CRM systems, and Microsoft Office (Word, Excel, PowerPoint).

• Receives functional and operational direction from the Customer & Labor Service Director.

• Provides leadership and direction to the call center staff.

• Customers
• Customer & Labor Service Director
• Other Department Heads (Sales, Marketing).