Call Center Manager

Job Overview
We are seeking a dedicated and experienced Call Center Manager to oversee our call center operations. The ideal candidate will be responsible for ensuring exceptional customer service, managing a team of call center representatives, and driving performance through effective leadership and strategic planning. This role requires strong project management skills and the ability to analyze data to improve processes and outcomes.

Duties

• Lead and supervise the call center team, providing guidance and support to ensure high-quality customer service.
• Develop and implement strategies to enhance call center efficiency and effectiveness.
• Monitor key performance indicators (KPIs) and analyze data to identify trends and areas for improvement.
• Conduct regular training sessions for staff to enhance their skills in customer service, communication, and sales techniques.
• Foster a positive work environment that encourages teamwork, motivation, and professional growth.
• Handle escalated customer inquiries or complaints with professionalism and tact.
• Collaborate with other departments to align call center objectives with overall company goals.
• Prepare reports on call center performance for upper management review.

Requirements

• Proven experience in a managerial role within a call center environment.
• Strong leadership skills with the ability to motivate and develop a diverse team.
• Excellent communication skills in English; multilingual abilities are a plus.
• Solid project management capabilities with a focus on achieving results.
• Experience in customer service, sales, negotiation, and analysis skills.
• Ability to work under pressure while maintaining attention to detail.
• Previous supervising experience is essential. If you are passionate about delivering exceptional customer experiences and have the leadership qualities we seek, we encourage you to apply for this exciting opportunity as a Call Center Manager.

Job Type: Full-time

Pay: $60,000.00 - $65,000.00 per year

Benefits:

• Health insurance
• Paid time off
• Vision insurance

Ability to Commute:

• Phoenix, AZ 85028 (Preferred)

Ability to Relocate:

• Phoenix, AZ 85028: Relocate before starting work (Preferred)

Work Location: In person