Call Center Manager

Position Overview:
We are seeking an energetic, positive and proactive Call Center Manager to motivate
and lead our dedicated inbound & outbound contact center team focused on providing
exceptional service to our potential clients.
This pivotal role demands a professional with experience motivating and leading call
center teams, we will consider any industry especially collections or recruiting.

Key Responsibilities:

• Lead and mentor a team of 7 people, ensuring high standards of service
• delivery, accountability, and client satisfaction.
• Develop a team to cultivate and nurture strong relationships with clients.
• Collaborate effectively with cross-functional teams to address complex client
• needs and enhance overall client experience.
• Develop and implement strategic initiatives to optimize client retention and
• satisfaction.
• Monitor team performance metrics and KPIs, driving continuous improvement
• and operational efficiency.
• Prepare comprehensive reports and presentations for senior management,
• detailing client engagement and team performance.
• Lead by example- takes calls yourself
• Bring high energy, create an atmosphere of excellence and accountability

Qualifications:

• Experience (3 years) in a management role, with proven experience leading
• teams of 5 direct reports.
• A proven track record of elevating a team and creating an exciting environment
• where each employee operates at a high level individually as well as part of the
• whole team.
• Ability to be in our Peabody office 5 days a week and monitor and distribute
• leads that come in over the weekend.
• Experience (3 years) as a manager in a call center environment.
• Experience with CRM systems; preferably Dazos.
• Strong leadership skills with the ability to inspire and motivate a team towards
• achieving organizational goals.
• Exceptional interpersonal and communication skills, with the ability to build
• rapport and trust. Strong verbal and written skills.
• Experience in Team Training and Development: Hands-on experience in training and developing high-performing teams, particularly in client management or service delivery roles, fostering a culture of excellence and continuous improvement.

Benefits:

• Medical insurance- fully paid for by the company including a family plan
• Vision insurance – fully paid for by the company including a family plan
• Dental insurance- full paid for by the company including a family plan
• Paid Time Off
• Employee Assistance Program

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