Call Center Operations Leader

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

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.