What are the responsibilities and job description for the Call Center Manager position at PrideStaff?
Job title : Call Center Manager
Summary
The Call Center Manager will focus their attention on driving efficiency and effectiveness with 35 person team of in-house call center agents and a 3rd party call-handling team. The Call Center Manager is responsible for the call center’s 24 / 7 operation and performance and will lead the transformation of our call center into a high-performing, sales driven team. The role will focus on building a culture of excellence, driving sales performance through inbound / outbound calls, and ensuring exceptional customer service. The Call Center Manager will be responsible for implementing sales training programs, strengthening leadership capabilities of Team Leads, and fostering a positive, high-morale environment that reduces turnover and enhances employee engagement.
Essential Functions
Transition the call center into a sales-focused operation with inbound / outbound call initiatives aimed at promoting and selling our services.
Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs.
Identify opportunities for improvement and implement solutions.
Develop and execute sales strategies to meet and exceed team and individual performance.
Design and implement ongoing sales training programs, script, and role playing to expand CSRs knowledge of our offerings and improve their ability to sell effectively.
Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions
Qualifications
Minimum 5 years of management experience in a call center environment focused on customer experience is required.
Candidates must have expertise in both inbound and outbound call strategies, including developing and implementing sales initiatives and scripting to drive performance.
Ability to foster a culture of accountability, teamwork, and continuous improvement.
Highly developed oral, written, and interpersonal communication skills with a demonstrated ability to work with all levels of management and team members.
Proven ability to motivate, coach and develop people in a team-based environment.
Work hours are Monday to Sunday, with shifts between the hours of 7 : 00 am and 9 : 00 pm
Compensation / Pay Rate (Up to) : $85,000.00 - $95,000.00 Per Year
Salary : $85,000 - $95,000
