What are the responsibilities and job description for the Customer Care Manager position at Priority Staffing?
Job Description Job Description Position : Call Center Manager / SupervisorDepartment : Customer ServiceReports to : Call Center Senior Manager / ManagementSummary : The Call Center Manager is responsible for overseeing daily operations of the call center, managing a team of customer service representatives, ensuring high levels of customer satisfaction, and driving performance improvements. This role focuses on operational efficiency, employee performance, and customer service quality.Key Responsibilities : Team Management :
- Lead, motivate, and develop a team of call center agents.
- Conduct regular coaching sessions, performance evaluations, and feedback discussions.
- Manage workforce scheduling, ensuring adequate staffing levels during peak and off-peak hours.
- Foster a positive, engaging, and collaborative work environment.Operational Management :
- Oversee daily operations to ensure that service levels and key performance indicators (KPIs) such as average handle time, first-call resolution, and customer satisfaction are met.
- Monitor call queues, volumes, and traffic patterns to optimize resource allocation.
- Implement and maintain call center technologies, including phone systems and customer relationship management (CRM) tools.
- Develop and update operational policies, procedures, and scripts to ensure consistency and efficiency.Performance Monitoring :
- Analyze call center data and reports to identify trends and areas for improvement.
- Track and report on key metrics such as service level agreements (SLAs), customer satisfaction scores (CSAT), net promoter score (NPS), and other call center performance indicators.
- Implement strategies to improve call center efficiency, agent productivity, and overall customer experience.Customer Experience :
- Ensure that all customer interactions are handled professionally, efficiently, and in line with company values and standards.
- Resolve escalated customer issues or complaints and ensure proper follow-up.
- Collaborate with other departments to improve customer service processes and address recurring issues.Training & Development :
- Coordinate and deliver training programs to develop agent skills, including product knowledge, soft skills, and system proficiency.
- Stay up to date with industry trends and best practices to ensure continuous improvement.Compliance & Reporting :
- Ensure compliance with company policies, legal regulations, and industry standards (e.g., data protection, customer privacy).
- Prepare and submit timely reports on call center performance to senior management.Qualifications : Education : Bachelor's degree in Business Administration, Communications, or a related field (preferred).Experience : 3-5 years of experience in call center management, customer service management, or a similar role.Skills :
- Strong leadership and team management skills.
- Proficient in Microsoft Office – Excel a must
- Excellent communication and interpersonal abilities.
- Proficiency in call center software and CRM tools.
- Analytical skills with the ability to interpret data and implement strategic improvements.
- Problem-solving abilities and a customer-first mindset.Key Competencies :
- Leadership and team development
- Customer focus
- Operational management
- Analytical thinking and problem-solving
- Communication and interpersonal skills
- Adaptability and continuous improvement mindsetWorking Conditions : Full-time position, 40 hour work week, evening and weekend work may be required to meet business needs.Fast-paced and dynamic work environment.
