Call Center Manager

The Call Center Manager is responsible for overseeing daily call center operations, ensuring exceptional customer service, and leading a team of 3 customer care representatives. This role focuses on performance management, coaching, quality assurance, and operational efficiency while supporting company goals and customer satisfaction.

• Supervise and support a team of 3 customer care representatives to ensure service level, quality, and productivity goals are met
• Monitor daily call center metrics including call volume, handle time, customer satisfaction, and adherence
• Coach, mentor, and develop team members through regular feedback one-on-ones, and performance reviews
• Handle escalated customer issues and ensure timely and professional resolution
• Assist with hiring, onboarding, training, and scheduling of call center team
• Ensure compliance with company policies, procedures, and regulatory requirements
• Partner with management to implement process improvements and operational efficiencies
• Prepare reports and provide insights on team performance and trends
• Foster a positive, collaborative, and high-performance team culture

• 5+ years of experience in a call center or customer service environment
• Prior supervisory or team lead experience strongly preferred
• Strong leadership, coaching, and communication skills
• Ability to analyze performance metrics and drive results
• Excellent problem-solving and conflict resolution skills
• Proficiency with call center systems, CRM platforms, and Microsoft Office
• Ability to multitask and thrive in a fast-paced environment

• Experience with workforce management tools and QA programs
• Strong organizational and time-management skills
• Customer-focused mindset with a passion for service excellence
• Experience in inbound and/or outbound call center operations
• Health, dental, vision, and retirement benefits
• Paid time off and holidays
• Career growth and development opportunities