Call Center Manager

Service Specialists is seeking an experienced and dynamic Call Center Manager for a successful company based in Madison, MS. This individual will oversee our call center operations and will be responsible for managing daily activities, leading a team of customer service representatives, and ensuring exceptional service delivery. This role requires strong leadership skills, a customer-centric mindset, and the ability to drive performance in a fast-paced environment.

Key Responsibilities:

• Operational Management: Develop and implement objectives for daily call center operations to achieve high efficiency and cost-effectiveness.
• Team Leadership: Recruit, train, and supervise call center staff, fostering a positive and productive work environment.
• Performance Monitoring: Utilize key metrics to evaluate agent performance, providing regular feedback and coaching to ensure service standards are met.
• Customer Service Excellence: Address escalated customer issues promptly and effectively, ensuring high levels of customer satisfaction.
• Process Improvement: Analyze call center data to identify trends and areas for improvement, implementing strategies to enhance service quality and operational efficiency.
• Budget Management: Oversee budgeting and financial performance, ensuring operations align with financial objectives.
• Compliance and Reporting: Ensure adherence to company policies and industry regulations, preparing and presenting regular reports to senior management.

Qualifications:

• Proven experience as a Call Center Manager or in a similar leadership role within a call center environment.
• Strong understanding of call center metrics and performance evaluation techniques.
• Excellent communication and interpersonal skills.
• Proficiency in call center software and MS Office applications.
• Strong problem-solving abilities and a customer-focused approach.
• Bachelor’s degree in Business Administration or a related field is preferred.

Salary: Starting at $70k DOE.