What are the responsibilities and job description for the Call Center Manager (In-House) position at United Placement Group?
We are seeking a Call Center Manager to join our dynamic team! In this role, you will be responsible for overseeing daily operations, managing personnel, and ensuring maximum efficiency within our call center. Your leadership will be crucial in driving our customer service excellence and achieving our organizational goals by fostering a supportive and innovative work environment.
Primary Responsibilities and Duties:
Primary Responsibilities and Duties:
- Staff Management: Hire, train, and supervise call center representatives to ensure high performance and customer satisfaction
- Performance Monitoring: Analyze call center metrics and prepare reports for upper management to assess team performance against established objectives
- Goal Development: Collaborate with management to set daily operational goals that align with company objectives
- Coaching and Training: Conduct regular coaching sessions to enhance team skills and address performance issues
- Process Improvement: Identify opportunities for operational enhancements and implement effective solutions
- Bachelor's degree in Business, Communications, or a related field
- Minimum of 6 years of experience in a call center environment, with at least 2 years in a managerial role
- Strong analytical skills with the ability to interpret data and make informed decisions
- Excellent communication and interpersonal skills
- Proficiency in call center software and MS Office Suite
- Skills:
- Proven leadership abilities with a focus on team development
- Problem-solving skills to address customer issues effectively
- Organizational skills to manage multiple tasks and priorities
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- PTO
- Weekly Payroll
