Call Center Manager

TransCore, LP in; Union (NJ); On-site; USD 80,000 - 99,000; Full time

Job summary

TransCore (TRN) in Union, New Jersey, is seeking a full-time Call Center Manager to oversee daily call center operations and drive service excellence. The role demands leadership of a customer service team, KPI monitoring, and process improvements to ensure high customer satisfaction.

The ideal candidate has five or more years in call center management, plus toll industry experience, and strong communication skills to coordinate across channels and with IT and leadership.

Qualifications

• Five or more years of call center management experience.
• Three years toll industry customer service experience.
• Experience with multi-channel contact centers (phone, email, chat, social).
• Excellent interpersonal and communication skills.
• Ability to manage multiple priorities and adapt to change.

Responsibilities

• Oversee daily operations of the call center to ensure efficient service delivery.
• Supervise, coach, and develop call center staff to meet performance goals.
• Monitor KPIs such as call volume, response time, and customer satisfaction.
• Implement and maintain quality assurance standards through call monitoring and feedback.
• Manage staff schedules and ensure adequate coverage across shifts.
• Handle escalated customer issues and ensure timely resolution.
• Identify and implement process improvements to enhance productivity and service quality.
• Prepare and present performance reports and operational metrics to leadership.
• Ensure effective use of call center technologies and coordinate with IT for system support.
• Enforce company policies, regulatory requirements, and industry standards.

Skills

Customer service management

Effective communication

Multichannel support

Process improvement

Tools

Call center software

Job description

Call Center Manager (Finance)

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Call Center Manager to join our team in Union, New Jersey.

Summary

The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, high customer satisfaction, and optimal team performance. This role involves managing a team of customer service representatives, monitoring key performance indicators (KPIs), implementing process improvements, and ensuring compliance with company policies and service standards.

Salary Range

$80,000 - 99,000/yr., based upon skills and experience.

Essential Duties and Responsibilities

• Oversee daily operations of the call center to ensure efficient service delivery


• Supervise, coach, and develop call center staff to meet performance goals


• Monitor key performance indicators (KPIs) such as call volume, response time, and customer satisfaction


• Implement and maintain quality assurance standards through call monitoring and feedback


• Manage staff schedules and ensure adequate coverage across shifts


• Handle escalated customer issues and ensure timely resolution


• Identify and implement process improvements to enhance productivity and service quality


• Prepare and present performance reports and operational metrics to leadership


• Ensure effective use of call center technologies and coordinate with IT for system support


• Enforce company policies, regulatory requirements, and industry standards.


• Perform other duties as directed by TransCore management.

Other duties may be assigned.

Requirements and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and/or abilities required.

• Five (5) years call center management experience required.


• Three (3) years experience in toll industry customer service is required.


• Demonstrated experience working within multi-channel customer contact center environments, utilizing various systems to manage and resolve customer inquiries efficiently across phone, email, chat, and social media platforms.


• Excellent interpersonal and communication skills, including the ability to communicate information and ideas to an individual or in a large group setting.


• Ability to manage multiple priorities, manage time effectively, and easily adapt to change.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee may be seated for extended periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The noise level in the work environment is usually moderate.

* TransCore complies with federal and state disability laws and provides reasonable accommodation for employees with disabilities.