Call Center Manager

The Call Center Manager is responsible for managing the overall operations of the call center, ensuring the delivery of excellent customer service, and meeting organizational goals and objectives. They are responsible for developing and implementing strategies to improve call center performance, analyzing call data and making recommendations for improvement, and maintaining accurate records of call center statistics. The Call Center Manager must also ensure that staff are properly trained and motivated and that they adhere to company policies and procedures.

Responsibilities

• Oversee daily operations of the call center and ensure efficient and effective call handling.
• Develop and implement strategies to improve call center performance and customer satisfaction.
• Analyze call data and identify trends and areas for improvement.
• Monitor and evaluate call center performance and provide regular reports to management.
• Ensure compliance with company policies and procedures.
• Recruit, train, and motivate call center staff.
• Conduct performance evaluations and provide feedback and coaching to staff.
• Handle escalated customer complaints and resolve issues in a timely manner.
• Collaborate with other departments to improve overall customer experience.
• Stay updated on industry trends and new technologies in call center operations.