Manager, Call Center

Job Summary
The Manager is responsible for the overall performance of their Call Center. In addition to ensuring the Call Center is appropriately staffed, trained and handling customer calls within specific metrics, he or she designs and drives departmental and customer facing initiatives with the company.

Responsibilities

• Manage the day to day operations of our 24/7/365 Call Center, consisting of 100 employees per office location, handling on average 75,000 calls a month
• Provide leadership, development and coaching, actively engaging and supporting the development of the team to ensure better performance and succession planning
• Build and manage the team towards a customer-focused and professional culture, master call center strategies and lead by example
• Perform other duties as assigned

Qualifications
Knowledge, Skills, and Abilities    

• Must be able to be flexible in work schedule, including nights and weekends
• Extensive knowledge of Call Center reporting, KPIs and SLAs
• Advanced customer relations skills with proven ability to resolve customer service issues
• Ability to lead department by displaying outstanding phone skills and a commitment and passion in creating customer satisfaction
• Ability to conduct daily training and coaching sessions with your team
• Self-starter, professional, resolution oriented, demonstrates initiative, resourcefulness, and strong problem solving skills
• Excellent oral and written communication and interpersonal skills
• Must be able to work under pressure and adapt to change
• Strong organizational, time management and follow-up skills

Minimum Education and Experience    

• Bachelor's degree in Computer Science, Business, Communications or a related field preferred
• Minimum of 8 years Call Center experience required
• Minimum of 5 years of management experience in Call Center environment required
• Experience with CRM systems required
• Experience with 24/7/365 Call Center a plus

An equivalent combination of education and experience may be considered.

Physical Demands
Work is typically performed in an office setting
Some travel required

Disclaimer:  The above job description summary is intended to describe the general nature and level of work being performed by individuals assigned to this position.  It is not intended to be an exhaustive list of required responsibilities, duties and skills.  The order in which responsibilities, duties and skills are listed is not significant. 

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