Call Center Manager

Call Center Manager – Cennox

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Responsible for leading and optimizing the call center’s operations to deliver exceptional customer experiences. This position will report to the Customer Care Center Leader and is remote.

• Provide direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Manage call traffic control and agent work groups and Call Reporting.
• Optimize Quality Assurance best practices to enhance the quality of the service the Customer Care Center team provides to customers, including level loading and call trafficking.
• Provide statistical and performance feedback and coaching regularly through Quality Assurance call monitoring, and hold agents accountable for all performance standards using reports and trend analysis.
• Handle escalated customer service issues, ensure proper follow‑up and documentation.
• Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Provide continual evaluation of processes and procedures to meet the department’s financial objectives.
• Ensure employees have appropriate training and other resources to perform their jobs.
• Be available for employees who experience work and/or personal challenges, providing appropriate coaching, counseling, corrective action, direction, and resolution.
• Create, communicate, and present reporting as it relates to the nature of the business; provide trend summaries and training opportunities.
• Work as a member/leader of special or ongoing projects that are important to area/process improvement.
• Creates and maintains a high‑quality work environment so team members are motivated to perform at their highest level.
• Performs other duties as assigned.

• Strong organizational skills
• Excellent written and verbal communication skills
• Ability to communicate effectively with internal and external customers
• Proven ability to multi‑task and manage timelines and deadlines
• Pay close attention to detail, accuracy, and completeness
• Demonstrate strong problem‑solving skills and customer service skills
• Proficient computer skills including Microsoft Office Suite, particularly Excel, Outlook, Word, and Power Point
• Apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form; deal with problems involving several concrete variables in standardized situations
• Use sound judgment to make good decisions based on information gathered and analyzed
• Willing to take responsibility and act independently when necessary

• Bachelor’s degree in Business, Communications, or related field (or equivalent experience)
• 5+ years of experience in call center operations, with at least 2 years in a leadership role
• Proficiency in call center technologies, including IVR routing and workforce management systems
• Strong process orientation with proven ability to implement operational improvements
• Excellent communication and relationship‑building skills
• Ability to manage multiple priorities and drive results in a fast‑paced environment

• Ability to sit and stay focused for long periods of time
• Vision correctable to 20/20; finger dexterity for keyboarding and computer usage

Mid‑Senior level

Full‑time

Other

Retail