Call Center Manager

The Call Center Manager will be responsible for overseeing the operations of the call center and ensuring high levels of customer service. They will develop and implement strategies to improve call center efficiency, monitor performance metrics, and provide coaching and feedback to call center agents. Additionally, they will handle escalated customer issues and ensure compliance with company policies and procedures.

Responsibilities

1. Develop and implement strategies to improve call center performance and customer service.
2. Monitor call center operations and performance metrics to identify areas for improvement.
3. Provide coaching, training, and feedback to call center agents to enhance their performance.
4. Handle escalated customer issues and ensure timely resolution.
5. Develop and maintain call center policies and procedures.
6. Monitor call volumes and staffing levels to ensure adequate coverage.
7. Collaborate with other departments to resolve customer complaints and concerns.
8. Conduct regular performance evaluations of call center agents.
9. Analyze data and trends to make strategic recommendations for process improvements.
10. Stay updated on industry trends and best practices in call center management.

Minimum Requirements

• Bachelor's degree in business administration or a related field.
• Previous experience in call center management.
• Strong leadership and management skills.
• Excellent communication and interpersonal skills.
• Ability to analyze data and identify areas for improvement.