Call Center Manager

Confidential; Dartmouth (MA); On-site; USD 65,000 - 90,000; Full time

Job summary

Confidential in the United States is seeking a Call Center Manager to supervise daily operations, optimize resources and ensure cost-efficiency. You will lead staff, manage technology usage, and drive customer service quality to meet company goals.

The ideal candidate has strong organization, reliability, and problem-solving abilities, with experience in call-center metrics, budgeting, and performance evaluation. A high school diploma is required; higher degree is a plus.

Qualifications

• Must have experience in managing call center operations and staff.
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• Strong focus on customer service metrics and continuous improvement.
• Experience with budgeting and reporting procedures.

Responsibilities

• Develop objectives for day-to-day call center activities.

Skills

Customer service

Leadership

MS Office

Call center software

Budgeting

Communication

Problem solving

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

MS Office

Call center software

Job description

The Call Center Manager supervises daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized effectively and efficiently and that staff are well-organized and productive.

An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. As a call center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities:

• Developing objectives for the call center's day-to-day activities
• Conducting effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collecting and analyzing call-center statistics
• Hire and provide training to personnel to maintain high customer service standards
• Monitor and improve telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management

Requirements:

• 1 - 2 years' experience as a call center manager or similar position
• Experience in customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with problem-solving ability
• Positive and patient
• High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated

Required Skills/Abilities:

• Exceptional Customer Experience – Understands and anticipates customer needs, takes action to meet customer’s needs and strives to exceed their expectations.
• Proactive- Keep others informed. Ask for help when needed, brings service challenges to supervisor.
• Drive for Results – Strives for improving the delivery of services with a commitment to continuous improvement.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.
• Must possess the physical, mental, and cognitive skills needed to complete essential tasks, including abilities such as learning, remembering, focusing, categorizing, and integrating information for comprehension, problem-solving, and timely decision-making.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We are committed to a policy of non-discrimination and equal employment opportunity. All patients, employees, applicants, and other constituents of our clinical groups will be treated with respect and dignity regardless of race, national origin, gender, age, religion, disability, veteran status, marital/domestic partner status, parental status, sexual orientation, and gender identity and/or expression, other dimensions of diversity or common human decency. We value diversity in thought and culture and welcome highly skilled, capable, competent, collegial members to our team.