Senior Call Center Manager

Senior Call Center Manager – Brooklyn, NY (Hybrid)

Position Summary

We are currently seeking a Senior Call Center Manager to lead the inbound contact center operations with innovative strategies and excellent execution. This position is crucial for enhancing the customer experience through improvement and effective management of central processes. Key responsibilities include coaching staff, quality management, ensuring adequate staffing through capacity planning, training, and employee retention. You will drive operational efficiency by leveraging data, fostering strong vendor relationships, and mentoring a high-performing team.

The success of a Senior Call Center Manager will be assessed based on various performance indicators, including call quality and attainment requirements, attendance, operational efficiency, conversion rates, staffing utilization, employee engagement, retention rates, and overall achievement of financial targets of the contact center. The position is located in our Brooklyn, New York office and is flex hybrid.

Primary Responsibilities

• Act as the Subject Matter Expert (SME) with client relationships, managing to their contractual obligations and performance.
• Manage performance with accountability for key contact center metrics including : Cost, SLAs, AHT, CSAT, NPS, quality, retention and similar performance indicators.
• Serve as the main point of contact to the client for escalations and identify real and / or potential problems, provide resolutions, alternate solutions, and risk mitigation plans.
• Hold partners accountable to the established contract terms and negotiate contract to align goals and establish clear performance benchmarks.
• Ensure quality through both remote monitoring and regular on-site visits to establish consistency of the employee culture and expectations in an onsite call center operation.
• Establish best practices by conducting process reviews and implementing process improvements while documenting.
• Partner with Operations, Training, Quality Assurance, Workforce, and Recruitment teams to implement process improvements that deliver measurable results.
• Implement and maintain excellent organization of the contact center leadership team, efficient coaching and accountability, employee rewards & recognition, performance metrics, and delegation of job roles.
• Oversee customer satisfaction metrics and ensure accurate reporting of statistical performance standards, and staffing oversight.
• Build and nurture robust relationships with clients and colleagues.
• Ensure adherence to all guidelines and standards.

Knowledge, Skills, & Experience

This is a confidential job posting. All interested candidates will undergo a thorough screening process to ensure alignment with our organizational values and requirements.