Benefits:

Life insurance

Dental insurance

Health insurance

Training & development

Vision insurance

401(k)

Bonus based on performance

We are seeking an experienced and motivated Call Center Manager to join our team. The ideal candidate will have a proven track record in call center management, strong leadership skills, and a commitment to delivering excellent customer service.

RESPONSIBILITIES:

Supervision and Leadership:

Lead and manage a team of call center agents.

Provide guidance, coaching, and support to team members.

Conduct regular performance evaluations and provide constructive feedback.

Implement training programs to enhance the skills of call center staff.

Operational Oversight:

Monitor and analyze call center performance metrics.

Ensure adherence to company policies and procedures.

Identify and implement process improvements to increase efficiency.

Address and resolve escalated customer issues.

Quality Assurance:

Implement quality assurance processes to maintain high service standards.

Review and evaluate call recordings for quality and compliance.

Conduct audits and provide feedback to agents.

Resource Management:

Manage staffing levels to meet call volume demands.

Schedule and allocate resources effectively.

Coordinate with HR for recruitment and on-boarding of new staff.

Data Analysis and Reporting:

Generate reports on call center performance.

Analyze data to identify trends and areas for improvement.

Present reports to management with recommendations.

Customer Focus:

Ensure a positive customer experience by monitoring customer interactions.

Address customer complaints and resolve issues promptly.

Collaborate with other departments to improve overall customer satisfaction.

Qualifications:

Proven experience as a Call Center Supervisor or similar role.

MUST HAVE an outgoing, enthusiastic, customer first attitude.

Strong leadership and team management skills.

Excellent communication and interpersonal abilities.

Knowledge of call center operations and technology.

Ability to analyze data and make data-driven decisions.

Customer-focused with a commitment to quality service.

Education and Experience:

Bachelor's degree in a relevant field (preferred).

Previous experience in a call center supervisory role.

High School Diploma or Equivalent

Benefits:

Health insurance and other benefits.

Dental insurance

Visions insurance

Opportunities for career advancement.

Paid Time-Off

Positive and collaborative work environment.

Salary: $40,000-50,000 + Bonus Structure

Expected hours: 40 – 45 per week

Schedule:

8 hour shift

Evening shift

Monday to Friday

Weekends as needed

Work Location: In person

Job Type: Full-time