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Call Center Process Manager Jobs in New York (NOW HIRING)

TransCore

Call Center Manager

Union, NJ · On-site

$80K - $99K/yr

The Call Center Manager is responsible for overseeing the daily operations of the call center ... Identify and implement process improvements to enhance productivity and service quality * Prepare ...

SPS North America

Call Center Manager

New York, NY

... Call Center Manager oversees daily call center operations and supports a team responsible for ... Ensure accurate and timely processing of ticket and ancillary product sales * Monitor service ...

TransCore

Call Center Manager

NJ · On-site

$80K - $99K/yr

The Call Center Manager is responsible for overseeing the daily operations of the call center ... Identify and implement process improvements to enhance productivity and service quality * Prepare ...

SPS North America

Call Center Manager

New York, NY

$26 - $28/hr

... Call Center Manager oversees daily call center operations and supports a team responsible for ... Ensure accurate and timely processing of ticket and ancillary product sales * Monitor service ...

SPS North America

Call Center Manager

New York, NY · On-site

$26 - $28/hr

... Call Center Manager oversees daily call center operations and supports a team responsible for ... Ensure accurate and timely processing of ticket and ancillary product sales * Monitor service ...

City of New York

Call Center Manager

Manhattan, NY · Hybrid

Customer Operations is charged with the processing of tax payments, parking violations payments ... Manager of the Call Center Unit. The ideal candidate will possess strong managerial and ...

City of New York

Call Center Manager

Manhattan, NY · On-site

$100K - $125K/yr

Customer Operations is charged with the processing of tax payments, parking violations payments ... Manager of the Call Center Unit. The ideal candidate will possess strong managerial and ...

City of New York

Call Center Manager

Manhattan, NY · Hybrid

Customer Operations is charged with the processing of tax payments, parking violations payments ... Manager of the Call Center Unit. The ideal candidate will possess strong managerial and ...

Broadridge

Manager, Call Center

Edgewood, NY

Manage call center-client interactions, including performance feedback, calibration sessions, and ... Participate in operational governance meetings and recommend process improvements to enhance ...

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Call Center Operations Location: Raritan, NJ (Onsite) Job Type: Contract * Contact Center ... Manage compliance review and approval process in Workfront and iMR for documentation, process, and ...

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Call Center Manager

Union, NJ • On-site

TransCore
Construction • 1 - 5K employees
Learn more about TransCoreexternal

$80K - $99K/yr

Full-time

Re-posted 8 days ago

TransCore rating

6.5

Company rating: 6.5 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

Job description

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join our team in Union, New Jersey.  

Summary: The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.

Salary Range: $80,000 - 99,000/yr., based upon skills and experience. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

  • Oversee daily operations of the call center to ensure efficient service delivery
  • Supervise, coach, and develop call center staff to meet performance goals
  • Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction
  • Implement and maintain quality assurance standards through call monitoring and feedback
  • Manage staff schedules and ensure adequate coverage across shifts
  • Handle escalated customer issues and ensure timely resolution
  • Identify and implement process improvements to enhance productivity and service quality
  • Prepare and present performance reports and operational metrics to leadership
  • Ensure effective use of call center technologies and coordinate with IT for system support
  • Enforce company policies, regulatory requirements, and industry standards.
  • Perform other duties as directed by TransCore management.

Requirements and Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

  • Five (5) years call center management experience required.
  • Three (3) years experience in toll industry customer service is required.
  • Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.
  • Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.
  • Ability to manage multiple priorities, manage time effectively, and easily adapt to change.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.                                      

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities. 

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