Call Center Manager

Job Overview
We are seeking a dynamic and experienced Call Center Manager to lead our customer service team. The ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. As the Call Center Manager, you will be responsible for overseeing daily operations, managing staff, and ensuring that our call center meets its performance goals. Your ability to analyze data, implement effective strategies, and communicate with both customers and team members will be crucial to your success in this role.

Responsibilities
- Lead and supervise the call center team, ensuring high levels of performance and customer satisfaction.
- Develop and implement strategies to improve call center operations, including project management initiatives.
- Analyze call center metrics to identify trends, areas for improvement, and opportunities for growth.
- Train, mentor, and coach staff to enhance their skills in customer service and sales techniques.
- Manage scheduling and staffing to ensure adequate coverage during peak hours.
- Foster a positive work environment that encourages teamwork and collaboration among team members.
- Communicate effectively with upper management regarding performance metrics and operational challenges.
- Handle escalated customer inquiries or complaints with professionalism and empathy.
- Ensure compliance with company policies and procedures while maintaining high standards of service quality.

Requirements
- Proven experience in a call center management or supervisory role.
- Strong leadership skills with the ability to motivate and inspire a diverse team.
- Excellent communication skills, both verbal and written; proficiency in Spanish or other languages is a plus.
- Solid understanding of customer service principles and practices.
- Ability to analyze data effectively to drive decision-making processes.
- Experience in project management is preferred.
- Strong sales acumen with the ability to train staff on effective sales techniques.
- Multilingual capabilities are highly desirable but not mandatory.

If you are an enthusiastic leader with a commitment to excellence in customer service, we encourage you to apply for this exciting opportunity as a Call Center Manager!

Job Type: Full-time

Pay: $62,093.00 - $75,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Ability to Relocate:

• Knightstown, IN 46148: Relocate before starting work (Required)

Work Location: In person

Salary : $62,093 - $75,000