Call Center Manager jobs in United States

The Call Center Supervisor is responsible for organizing and directing the daily activities related to customer service operations. The main responsibilities include managing, training, and guiding team leads and executives to perform their tasks effectively, ensuring optimal resource utilization.

Requirements

• Diploma / Bachelor’s degree or equivalent required, or High School diploma with more than 4 years of experience.
• Minimum 4-5 years of customer service experience required.

Responsibilities

• Ensure the effectiveness and efficiency of the unit.
• Ensure adherence to call quality, shift schedules, punctuality, and attendance by executives and team leads.
• Design and implement a monthly performance tracking scheme.
• Conduct quizzes during monthly performance reviews for agents and team leaders.
• Update team leaders on team performance.
• Understand and communicate the management vision to team members.
• Analyze call volume continuously and escalate to management as needed.
• Ensure calls are answered promptly.
• Implement internal regulations and guidelines to maintain high service quality, including setting daily targets for individuals.
• Establish workflow systems, monitoring, and control mechanisms to evaluate call quality regularly.
• Identify and support the implementation of programs to improve customer service processes.
• Ensure client information security by enforcing strict guidelines for routine operations.
• Oversee recruitment, training, and development of a motivated team, including staffing strategies.
• Set individual objectives, recruit qualified staff, manage performance, and provide feedback to maximize team performance.
• Coordinate operational activities such as monitoring timesheets and leave regulations.
• Mentor the customer service team and provide technical leadership as needed.
• Ensure all team members receive necessary training, including onboarding and creating summary materials.
• Monitor progress against KPIs derived from the customer service agreement to ensure optimal service levels.

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