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Call Center Manager

Rasani Media LLC Baltimore, MD

  • Posted: over a month ago
  • $50,000 Yearly (plus commission)
  • Full-Time
  • Benefits: medical, vision, dental
Job Description

Job Purpose:

The Call Center Manager is responsible for overseeing operations for our telemarketing call center. The Call Center Manager is also responsible for directing agents’ workflow and workload as well as handling complaints, concerns, and questions. The individual should be a highly organized professional with management experience who can guarantee efficient operations of our call center. The Call Center Manager will work to increase client satisfaction and to ensure representatives meet weekly, monthly, and quarterly quotas.

What We are Looking For:

We are looking for a skilled Call Center Manager to supervise daily operations and personnel aiming for maximum efficiency and ability to meet and/or exceed revenue goals. This manager shall lead our representatives to better performance and improve service quality. The Call Center manager must be reliable and a results-driven professional to achieve tangible results for the Company. This individual will be capable of training, preparing, and motivating agents to provide excellent service and meet and or exceed goals.

Key Tasks:

  • Directly supervise a team of agents which includes: recruiting, training, developing, evaluating, and disciplining/correcting

  • As a result of strong leadership and well thought out success planning, meet and/or exceed weekly lead goals.

  • Provide coaching and assistance to call center representatives on an ongoing basis.

  • Answering representative’s questions, guiding them through difficult calls and issues

  • Assist with escalated issues as needed.

  • Develop work schedules and assign duties to direct reports.

  • Support and enforce company’s policies and procedures.

  • Developing goals for the call center’s day-to-day activities

  • Routinely perform quality analysis of agents to ensure satisfactory levels of performance.

  • Assume leadership responsibility for departmental tasks and call center activities as required.

  • Perform other duties as assigned by leadership.


  • High School Diploma, Bachelor’s Degree in business or related field preferred

  • Flexibility to work a few shifts, including evening, and Saturdays to meet the needs of the organization.

  • 5 years’ experience within an outbound call center with focus/experience in call center operations with supervisory and training experience

  • Excellent communication, management, interpersonal and customer service skills required.

  • Excellent organizational, time management, and leadership skills

  • Ability to make decisive data driven decisions.

  • Advanced conflict resolution skill required.

  • Proficiency in the use of Microsoft Office products

  • Ability to perform comfortably in a fast-paced, deadline-oriented work environment.

  • Strong attention to detail

Rasani Media LLC

Why Work Here?
Room for growth. Great bonus structures. Exceptionally competitive compensation plan which includes starting base pay plus commission.

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Baltimore, MD
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