Manager - Call Center

• Mentors and guides Call Center staff in addressing difficult or complex customer concerns.
• Performs Call Center employment actions, such as hiring, training, and administering performance reviews.
• Coaches team members to improve technical knowledge and customer service skills on a day-to-day basis.
• Tracks and manages Call Center key performance indicators (KPIs) to evaluate productivity, service levels and determine need for corrective action.
• Monitors and tracks queue of inbound calls; informs Call Center Team of calls waiting and call abandonment metrics.
• Conducts call quality reviews with Call Center Team Members individually on a regular basis; provides coaching and guidance on areas of improvement as necessary.
• Engage team members during call quality reviews by celebrating successes, utilizing creative delivery approaches and developing a road map for increased performance.
• Facilitate team meetings to generate a high sense of urgency, share best practices, improve morale and facilitate communicationCreate a supportive and inclusive team where everyone is respected and valued
• Assists team members in resolving problems of interpersonal deficiencies through coaching and counseling.
• Sets department goals and objectives; provides team with guidance and direction in achieving individual and department goals.
• Challenges team members in providing exceptional support to both external and internal customers.
• Determines and assigned Call Center Team Member schedules to ensure business needs of Company and are met.
• Implements and reviews Call Center policies and procedures; makes recommendations for revisions.
• Coordinates with Human Resources and Management in a timely manner on any and all employee relations matters.
• Supervises staff in accordance with Company policies and procedures.
• Enforces adherence to Company policies and procedures.
• Exhibits managerial courage in addressing difficult operational and/or personnel issues
• Ensures all direct reports understand the performance standards of their department and have a clear understanding of their own individual performance.
• Performs other related duties and projects as business needs require at direction of management.

• High School Diploma or equivalent.
• Bachelor’s degree in Marketing, Business Administration, or related field of study preferred.
• Minimum five (5) years of experience in a Call Center environment.
• Minimum three (3) years of supervisory or leadership experience.

Pay Range: