Call Center Manager

We are seeking a proactive and experienced Call Center Manager to lead our customer support operations and ensure the delivery of excellent service to clients. The ideal candidate will oversee daily call center activities, develop strategies to improve performance, and manage a team of customer service representatives. This role demands strong leadership abilities, a deep understanding of customer service metrics, and the ability to implement efficient processes. The successful candidate will play a crucial part in driving customer satisfaction, team productivity, and overall service quality.

Responsibilities:

• Supervise day-to-day operations of the call center, ensuring smooth workflow and efficient handling of customer inquiries and complaints

• Monitor and analyze call center metrics, including response time, call handling, and customer satisfaction scores, to identify areas for improvement

• Provide training, coaching, and performance evaluations to team members to maintain high service standards and encourage professional growth

• Develop and implement standard operating procedures and quality assurance guidelines to ensure consistency in service delivery

• Work closely with other departments to align customer service strategies with overall business goals and improve customer experience

• Handle escalated customer issues and ensure prompt resolution in a professional and courteous manner

• Prepare and present regular reports on team performance, productivity trends, and key customer service metrics to senior management

• Recruit and onboard new team members, fostering a positive and collaborative work environment

• Manage call center budget and resource allocation effectively to support team operations and targets

• Stay up to date with industry trends and customer service technologies to introduce relevant improvements and innovations

Requirements:

• Proven experience in managing a call center or customer service team, preferably in a high-volume environment

• Strong understanding of call center operations, performance metrics, and industry best practices

• Excellent leadership and interpersonal skills with the ability to motivate and manage diverse teams

• Exceptional problem-solving abilities and conflict resolution skills to handle complex customer and team issues

• Proficiency in call center software, CRM platforms, and reporting tools used to track performance

• Strong organizational and time management skills to prioritize tasks and meet operational goals

• Outstanding verbal and written communication skills in English (additional languages are a plus)

• Bachelor’s degree in Business Administration, Communications, or a related field

• Flexibility to work in shifts, including weekends or evenings, depending on business requirements