In-Office Call Center Manager: Lead Service Excellence

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

Benefits offered by this job

Full-time position

Advancement opportunities

Competitive benefits

PTO

Paid holidays

Job summary

Restoration Management Company in Livermore, CA, seeks a Call Center Manager to lead a team of administrators, ensuring exceptional customer service and efficient operations. This in-office role emphasizes process improvement, data accuracy, and strong leadership across shifts.

The ideal candidate has a bachelor’s degree or equivalent experience and at least five years of supervisory experience in a call center, preferably within restoration.

Qualifications

• Bachelor's degree or equivalent experience in Business Administration, Communications, or related field.
• At least five years supervising/managerial experience in a call center or similar setting.
• Experience in restoration industry preferred.
• Strong training and people development skills.
• Proven ability to lead multiple shifts and measure performance.

Responsibilities

• Oversee daily call center operations and direct staff.
• Ensure excellent customer service and accurate data handling.
• Schedule staff according to demand to maintain coverage.
• Monitor performance, conduct audits, and drive process improvements.
• Collaborate with IT to optimize systems and tools.
• Develop department metrics and prepare performance reports.
• Provide coaching to staff for complex customer issues.
• Recruit, hire, and manage performance; disciplinary actions when needed.

Skills

Leadership

Call center mgmt

Customer service

Training

Staff scheduling

Performance coaching

Education

Bachelor's degree in Business Administration/related

Tools

Phone systems

Call center software

CRM

Job description

Restoration Management Company in Livermore, CA, seeks a Call Center Manager to lead a team of administrators, ensuring exceptional customer service and efficient operations. This in-office role emphasizes process improvement, data accuracy, and strong leadership across shifts.

The ideal candidate has a bachelor’s degree or equivalent experience and at least five years of supervisory experience in a call center, preferably within restoration.