Call Center Manager – Customer Experience Leader

Restoration Management Company; Livermore (CA); On-site; USD 82,000 - 99,000; Full time

Job summary

Restoration Management Company in Livermore, CA is seeking a Call Center Manager to lead a team of call center administrators and ensure excellence in customer service with maximum efficiency.

You will develop and implement call center methods, monitor performance, allocate schedules, train staff, and prepare trend analyses for management, while collaborating with IT and branch leaders to sustain high service standards.

Qualifications

• Bachelor’s degree (or equivalent years of experience) in a relevant field.
• Five+ years in a supervisory/managerial role.
• Experience in restoration/construction environments preferred.
• Proven customer service excellence mindset and training experience.
• Proficiency with call center technology and systems.

Responsibilities

• Oversee daily operations and activities of call center personnel.
• Ensure delivery of excellent customer service and accurate data handling.
• Allocate work schedules to meet demand and ensure effective coverage.
• Monitor and improve call center performance; implement QA measures.
• Collaborate with IT to optimize systems and resources; conduct audits.

Skills

Leadership

Communication

Team-building

Problem solving

Education

Bachelor’s degree in Business Administration, Communications, or related field

Job description

Restoration Management Company in Livermore, CA is seeking a Call Center Manager to lead a team of call center administrators and ensure excellence in customer service with maximum efficiency.

You will develop and implement call center methods, monitor performance, allocate schedules, train staff, and prepare trend analyses for management, while collaborating with IT and branch leaders to sustain high service standards.