Call Center Manager

Location: Hybrid in Littleton, MA
Pay: $80k+

JOB SUMMARY & SCOPE:

The Call Center Manager is responsible for overseeing all aspects of the call center operations, ensuring efficiency, high-quality service, and optimal performance. This role manages teams handling inbound and outbound calls, dispatching services, technical support, and coordination with third-party outsourcing partners. The Call Center Manager will drive customer service excellence, operational effectiveness, and process improvements to support business objectives.

KEY ACCOUNTABILITIES:

1. Lead, develop, and motivate a team of call center agents handling customer inquiries, dispatches, and outsourced support services.
2. Establish performance expectations, conduct evaluations, and provide coaching to ensure high productivity and customer satisfaction.
3. Oversee call center operations, including inbound and outbound calls, dispatch coordination, technical support, and third-party call center partnerships.
4. Implement and monitor key performance indicators (KPIs) for call handling, response times, issue resolution, and customer satisfaction.
5. Develop strategies to enhance customer experience, streamline processes, and improve efficiency.
6. Ensure compliance with service level agreements (SLAs) and quality assurance standards.
7. Manage relationships with external outsourcing partners, ensuring alignment with company objectives and service quality expectations.
8. Analyze call center performance data and trends to identify areas for improvement and cost reduction.
9. Collaborate with internal teams such as IT, Operations, and Customer Support to address technical issues and optimize workflow.
10. Implement training programs to enhance agent skills in customer service, problem-solving, and technical support.
11. Develop and manage departmental budgets, monitor expenses, and implement cost-control measures.
12. Ensure compliance with company policies, industry regulations, and data security standards.

EDUCATION + EXPERIENCE + KEY TRAITS:

1. Bachelor's degree in business administration, communications, management, or a related field.
2. Proven experience in call center management, customer service leadership, or a similar role.
3. Strong leadership, coaching, and team-building skills.
4. Ability to develop and implement strategies that drive efficiency and customer satisfaction.
5. Excellent problem-solving and decision-making abilities.
6. Strong communication skills, with the ability to interact effectively with employees, management, and third-party vendors.
7. Proficiency in call center software, CRM systems, and data analytics tools.

TYPICAL PERFORMANCE TARGETS:

1. SERVICE DELIVERY: Achieve and maintain high customer satisfaction scores, meeting SLA targets.
2. OPERATIONAL EFFICIENCY: Improve call handling times, dispatch accuracy, and first-call resolution rates.
3. COST OPTIMIZATION: Streamline operations to maximize efficiency and reduce costs.
4. INNOVATION: Implement new technologies and process improvements to enhance service quality and operational performance.

LANGUAGE SKILLS:

1. Primary language used in daily operations is English. Additional company languages include Spanish and French.
2. Ability to read and interpret documents, reports, and customer communications.
3. Strong verbal and written communication skills for interactions with customers, team members, and leadership.

SUPERVISION:

1. Directly manages call center staff, including customer service representatives, dispatch coordinators, and technical support teams.
2. Oversees indirect reports and external partners responsible for outsourced call handling and customer support.

DECISION MAKING + REASONING:

1. Accountable for decision-making related to call center operations, process improvements, and resource allocation.
2. Ability to assess complex situations, analyze data, and implement solutions that improve customer experience and efficiency.
3. Balance business objectives with customer needs and operational constraints.

WORKING RELATIONSHIPS:

1. Internal: Senior Management, IT, Operations, and Customer Support teams.
2. External: Outsourced call center partners, technology vendors, and third-party service providers.