Call Center Manager

Company Information:

LEAD DRIVER is a contact center that supports debt collection agencies by contacting debtors and informing them of there debts. Hours are Monday - Friday, 6:30AM to 4:00PM. Call 909.816.2250 to learn more!

Job Overview
We are seeking a dedicated and experienced Call Center Manager to lead our outbound contact center team. This role is crucial in ensuring that our call center operates efficiently and effectively, while hitting important goals and metrics. The ideal candidate will possess strong leadership skills, a passion for growing staff, and the ability to analyze performance metrics to drive improvements.

Responsibilities

• Oversee daily operations of the call center, ensuring high levels of employee performance
• Make outbound calls, and meet personal goals and metrics set by management
• Manage and supervise a team of call center agents, providing guidance, training, and support to enhance their performance.
• Analyze call center metrics and reports to identify trends, areas for improvement, and implement strategies for operational efficiency.
• Develop and implement project management initiatives to enhance processes and workflows within the call center.
• Foster a positive work environment that encourages teamwork, communication, and professional growth among staff members.
• Communicate effectively with both internal teams and external stakeholders to ensure alignment on goals and objectives.
• Maintain up-to-date knowledge of industry trends and best practices in customer service management.

Skills

• Proven experience in customer service management with a strong focus on leadership.
• Ability to manage multiple tasks while maintaining attention to detail.
• Strong supervisory skills with experience in coaching and developing team members.
• Proficient in analyzing data and metrics to inform decision-making processes.
• Excellent project management skills with the ability to lead initiatives from conception through execution.
• Strong negotiation skills with the ability to advocate for the best interests of the organization.
• Exceptional communication skills in English; multilingual abilities are a plus.
• A passion for delivering outstanding customer experiences while driving team performance.

Job Type: Full-time

Pay: From $50,000.00 per year

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Call center Management: 2 years (Preferred)
• Management: 1 year (Required)

Work Location: In person

Salary : $50,000