Call Center Manager Off Brodie LaneSunset Valley

ELITE VISON GROUP LLC; Austin (TX); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Competitive Compensation

Paid Time Off

Career Growth Opportunities

Job summary

A leading call center management firm in Austin is seeking an experienced Call Center Manager to oversee daily operations, manage staff, and enhance productivity. The ideal candidate will have strong leadership skills, experience in a call center environment, and a solid grasp of customer service metrics. Key responsibilities include staffing, performance monitoring, and implementing best practices to achieve company goals.

Qualifications

• High school diploma/GED is required; college experience is preferred.
• Valid Certified Call Center Manager (e.g. CCCM) certification is preferred.
• Previous experience as a call center manager or similar managerial position.
• Strong grasp of customer service metrics and key performance indicators.
• Knowledge of budgeting, reporting, and financial analysis concepts.

Responsibilities

• Hire, train, and manage call center employees for excellent service.
• Oversee call center operations and improve procedures.
• Create goals and objectives for the call center.
• Develop and implement policies to maximize productivity.
• Prepare and present reports on call center statistics.

Skills

Customer service metrics

Interpersonal communication

Problem-solving

Leadership

Education

High school diploma/GED

College experience

Certified Call Center Manager certification

Tools

Microsoft Office

Call center software

Job description

Benefits/Perks

• Competitive Compensation
• Paid Time Off
• Career Growth Opportunities

Job Summary

We are seeking an experienced Call Center Manager to join our team. In this role, you will oversee our call center's daily operations and personnel, doing everything possible to maximize efficiency, lower overhead, and achieve company goals. Your responsibilities will include managing staff, monitoring key performance indicators, and tracking and reporting on productivity.

Responsibilities

• Hire, train, and manage call center employees capable of providing excellent customer service
• Oversee call center operations, making improvements to telephone skills and other procedures
• Create goals and objectives for the call center and document performance using key performance indicators
• Develop and implement policies and procedures that maximize productivity
• Prepare and present reports on call center statistics to upper management

Qualifications

• High school diploma/GED is required, college experience is preferred
• Valid Certified Call Center Manager (e.g. CCCM) certification is preferred
• Previous experience as a call center manager or in a similar managerial position
• Strong grasp of customer service metrics and key performance indicators in a call center setting
• Knowledge of budgeting, reporting, and basic financial analysis concepts
• Highly skilled in Microsoft Office and call center software
• Excellent verbal, written, and interpersonal communication skills