Call Center Manager job description

Job brief

We are seeking a Call Center Manager to carry out the operations of the call center on a daily basis, managing employees and ensuring the delivery of an exceptional customer experience to existing and new customers.

Responsibilities

• Oversee call center supervisors and ensure all agents are providing high quality service and meeting KPIs.
• Increase the productivity and efficiency of the department through smart allocation of employees and the use of technology.
• Gather and evaluate call-center data such as costs or customer service ratings.
• Put goals in place in regards to the call center’s daily operations in collaboration with other management team members..
• Oversee the financing and budgeting of the department.
• Craft performance and activity reports for management.
• Employ, train, and motivate personnel, with the goal of providing best in its class customer service.
• Review employee performance through KPIs such as call-waiting time, customer satisfaction, etc.

Requirements

• Bachelor’s degree minimum
• 5+ years of experience in a leadership role at a call center
• 8+ years of customer service or related experience
• Customer-service oriented
• Experience handling finances
• Good communication and interpersonal skills
• Organized and can work under pressure
• Strong leadership and mentoring skills
• Proficiency with necessary technology, including computers, software applications, phone systems, etc