Call Center Manager

Full Job Description

We are looking for a skilled Call center manager to supervise daily operations and personnel. You will ensure that technology is utilized to a maximum and that the staff is well-organized and productive. An excellent call center manager must be an organized, reliable, and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements.

Responsibilities

• Develop objectives for the call center’s day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect and analyze call-center statistics.
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
• Prepare reports for different departments or upper management

Skills

• Proven experience as a call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Proficient in MS Office
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
• Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus

Benefits

• Health Insurance - The company pays 100% of employees.
• Eye and Dental Insurance - The company pays 100% of employee
• AFLAC Supplemental insurance at employee expense / not required
• 401K / Company Match 3%
• Paid Holidays 5 per year
• Up to 4 weeks PTO based on tenure (must complete 90 days of continued employment to qualify for biweekly accrual)
• Short Term and Long Term Disability Paid for by the company.
• 50K Life Insurance Policy Company provide and paid for.

We are actively interviewing for this position - Apply today and our hiring manager will follow up!