ZipRecruiter

Log In

1

Call Center Performance Manager Jobs in California

Family Health Care Centers of Greater Los Angeles, Inc.

... managing the day-to-day work functions of the Call Center Department. Ensures timely response of ... Ensures that personnel work performance is accurate and in compliance with FHCCGLA's established ...

Sky Resorts

Call Center Lead

Sky Valley, CA · On-site

$25 - $30/hr

The ideal candidate will be adept at learning software systems, call center management, and sales coaching to enhance team performance. Key Responsibilities Answering Phone Calls Answering the phone ...

Parexel

Call Center Agent

Glendale, CA · On-site

$20 - $23/hr

At Parexel, the Call Center Agent is a business crucial role in ensuring panels of volunteers for ... management and development of the team to ensure their performance meets and or exceeds both the ...

Parexel

Call Center Agent

Glendale, CA · On-site

$20 - $23/hr

At Parexel, the Call Center Agent is a business crucial role in ensuring panels of volunteers for ... management and development of the team to ensure their performance meets and or exceeds both the ...

TEKsystems

Healthcare Call Center

San Diego, CA

$25/hr

Must have: * at least 1 year of call center * highly pref healthcare call center * Experience ... Knowledge of current matters relating to health maintenance organizations, performance management ...

previous page

Showing results 41-60

All JobsCall Center Performance JobsCall Center Performance Manager JobsCall Center Performance Manager Jobs in California

Call Center Performance Manager information

What does a call center performance manager do?

A Call Center Performance Manager is responsible for monitoring, analyzing, and improving the efficiency and effectiveness of a call center's operations. They oversee team performance, set targets, implement strategies for process improvement, and ensure customer service standards are met. This role often involves coaching team leaders, analyzing key performance indicators (KPIs), and using data to identify areas for improvement. The manager collaborates with other departments to optimize workflows and resolve issues impacting customer satisfaction.

What are the key skills and qualifications needed to thrive as a call center performance manager?

To thrive as a Call Center Performance Manager, you need strong leadership, data analysis, and operational management skills, often supported by a bachelor's degree in business or a related field. Proficiency with workforce management software, CRM platforms, and performance analytics tools is typically required. Excellent communication, problem-solving, and motivational abilities set top performers apart in this role. These skills are crucial for optimizing team productivity, ensuring customer satisfaction, and achieving organizational targets in a dynamic call center environment.

What are some common challenges faced by a call center performance manager and how can they be addressed?

A common challenge for Call Center Performance Managers is balancing high-quality customer service with productivity targets. Managers often need to motivate teams to meet key performance indicators (KPIs) while ensuring agents maintain positive interactions with customers. Addressing this requires strong coaching skills, clear communication of expectations, and the use of real-time performance analytics. Regular feedback sessions and targeted training can also help agents improve both efficiency and service quality. Additionally, fostering a collaborative team environment helps manage stress and encourages continuous improvement.

What is the difference between Call Center Performance Manager vs Call Center Supervisor?

AspectCall Center Performance ManagerCall Center Supervisor
Primary FocusMonitoring and improving overall performance metrics, analytics, and strategic planningOverseeing daily operations, managing agents, and ensuring service quality
Required CredentialsTypically a bachelor’s degree in business, communications, or related field; experience in performance analysisHigh school diploma or equivalent; experience in customer service and team supervision
Work EnvironmentOffice-based, analytical, strategic planning settingOperational, team management in call center environment
Common UsageUsed by organizations focusing on performance metrics and process improvementsUsed by organizations managing daily call center operations

The Call Center Performance Manager primarily focuses on analyzing performance data and implementing strategies to enhance overall efficiency, while the Call Center Supervisor manages daily team operations and ensures customer service standards are met. Both roles are essential but differ in scope and responsibilities.

What cities in California are hiring for Call Center Performance Manager jobs?

Cities in California with the most Call Center Performance Manager job openings:

Infographic showing various Call Center Performance Manager job openings in California as of August 2026, with employment types broken down into 82% Full Time, 14% Part Time, and 4% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution.

Collections Call Center Manager

Woodland Hills, CA • On-site

Mandarich Law Group, LLP
See more jobs at Mandarich Law Group, LLPexternal

Full-time

Medical, Dental, Retirement, PTO

Posted 9 days ago

Job description

Mandarich Law Group is one of the country's leading creditor's right law firms with offices in CA, IL, NY, NV, OH, GA, MI and FL. We are seeking a Call Center Manager with three to five years’ call center or collections experience for our Woodland Hills, CA office.

The Collections Call Center Manager is responsible for managing a team of collection specialists and ensuring they meet set goals and targets. Hours for this position are Monday through Friday 8a – 5pm with variances as needed. 

Requirements

  • At least 3 years supervisory experience in collections or call center environment preferred
  • Strong telephone communication and negotiation abilities
  • Ability to oversee the collections team and ensure they are meeting set goals and targets 
  • Ability to ensure compliance with relevant regulations and laws governing collections efforts 
  • regular feedback and coaching to collection specialists to improve performance 
    Proficiency in Spanish is not required by extremely helpful
  • Ability to analyze data and identify trends to improve collections efforts
  • Knowledge of relevant regulations and compliance requirements preferred

Benefits

  • Competitive Base Salary and monthly bonus plan ($65K - $80K DOE)
  • Medical and Dental coverage; 401K plan with company match
  • PTO
  • Paid Parental Leave
  • Paid Holidays