Call Center Manager

iHire; Burr Ridge (IL); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading recruitment agency is looking for a Call Center Manager to oversee the Customer Care department. This key leadership role involves developing the team, improving customer experience, and monitoring performance. The ideal candidate should have strong leadership skills, knowledge of customer service principles, and the ability to analyze feedback for continuous improvement. The position offers a competitive salary range of $75,000 - $95,000 annually and requires a high school diploma as a minimum qualification.

Qualifications

• High School Diploma or equivalent required; associate or bachelor's degree preferred.
• Strong knowledge of customer service principles and performance metrics.
• Demonstrated leadership experience with accountability.

Responsibilities

• Lead, coach, and develop the Customer Care team.
• Oversee all customer inquiries and ensure effective resolution.
• Establish performance standards and monitor results.

Skills

Leadership

Analytical skills

Customer service principles

CRM systems

Conflict resolution

Communication skills

Time management

Organizational skills

Education

High School Diploma

Associate or Bachelor's Degree in Business or Related Field

Job description

Perma-Seal Basement Systems has partnered with iHire to reach top talent for their opening below. Check it out and apply today!

Position Summary

The Call Center Manager is a key leadership role responsible for overseeing the strategy, performance, and daily operations of the Customer Care department. This position leads a team of customer care representatives, ensures exceptional service delivery, and drives initiatives that enhance the overall customer experience. The Call Center Manager plays a critical role in improving customer satisfaction, strengthening cross-functional collaboration, and supporting the company's continued growth and success.

Essential Job Functions

• Lead, coach, and develop the Customer Care team, fostering a high-performance and customer-centric culture.
• Oversee all customer inquiries, concerns, and escalations, ensuring timely and effective resolution.
• Establish performance standards and key metrics; monitor results and provide ongoing coaching to drive accountability and improvement.
• Identify and implement process enhancements to improve efficiency, service quality, and the overall customer experience.
• Monitor customer interactions to ensure consistency, professionalism, and compliance with company policies and standards.
• Manage and resolve complex or escalated customer issues with sound judgment and professionalism.
• Analyze customer feedback, trends, and performance data to inform strategic decisions and operational improvements.
• Prepare and present regular reports on departmental performance and customer care metrics to leadership.
• Develop and maintain comprehensive training programs and resources to strengthen team skills and service standards.
• Partner with other departments to address recurring concerns, streamline workflows, and enhance the end-to-end customer journey.
• Drive continuous improvement initiatives that elevate customer satisfaction and retention.

Required Knowledge, Skills, And Abilities

• High School Diploma or equivalent required; associate or bachelor's degree in business or a related field preferred.
• Strong knowledge of customer service principles, performance metrics, and best practices.
• Demonstrated leadership experience with the ability to motivate, develop, and hold team members accountable.
• Strong analytical and problem-solving abilities with sound decision-making skills.
• Excellent verbal and written communication skills.
• High level of professionalism, empathy, and emotional intelligence.
• Experience with CRM systems and customer service platforms.
• Ability to collaborate effectively across departments and influence outcomes.
• Strong organizational and time-management skills in a fast-paced environment.
• Detail-oriented with a commitment to accurate documentation and recordkeeping.
• Adaptable and responsive to evolving business and customer needs.
• Skilled in conflict resolution and complaint management.

Notice

The statements above describe the general nature and level of work performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, or qualifications. Employees may be required to perform additional job-related duties as assigned. Work schedules may extend beyond standard business hours based on workload or seasonal demands. This job description may be modified at any time at the discretion of management.

Employment Type: Full Time

Salary: $75,000 - $95,000 Annual