Call Center Manager

The Call Center Manager is responsible for the operations of the organization's call center facility. The position manages and coordinates the activities of the call center staff to ensure the highest level of customer service.

• Manages the daily activities of the call center. Ensures policies and procedures are adhered to on a daily basis.
• Implements and reviews policies and operating structure of the call center; may work with the Director in developing new policies and procedures.
• Sets standards and guidelines for interaction with customers. Ensures staff understands and follows guidelines when speaking with customers.
• Responsible for meeting call center operational standards, maintaining employee service levels, and improving quality of service.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Evaluates, installs, and upgrades equipment; develops preventive maintenance programs; calls for repairs as necessary.
• Maintains professional and technical knowledge; remains familiar with a variety of the field's concepts, practices, and procedures.
• Develops and monitors quotas for service volume and timeliness.
• Monitors and analyzes call center volume and coordinates even distribution of work tasks among representatives based on workload. Develops and implements schedules for call center employees.
• Responsible for interviewing and hiring qualified candidates into the department. Trains new employees on departmental procedures. Monitors employee performance, including annual salary reviews, vacation and sick time, and formal disciplinary actions as required.
• Handles escalated customer issues to ensure the problem is addressed in a professional and timely manner.
• Performs other duties as assigned.

• Associate's degree required
• Bachelor's degree preferred

• Ten (10) or more years of call center experience
• Previous management experience required