Call Center Manager

The Call Center Manager is responsible for ensuring successful daily operations in a high volume inbound/outbound call center environment.  The Manager is responsible for ensuring that overall quality and production goals are met while maintaining a positive work environment in which employees are engaged, motivated and performing at peak levels.

·        Responsible for the overall performance and productivity of call center representatives and supervisory staff.

·        Maintain a high-performing culture through coaching, mentoring and training.

·        Lead and drive a positive call center culture.

·        Develop and implement new processes, procedures and training for all areas to maximize productivity in a team environment.

·        Monitor department metrics ensuring alignment with company goals and objectives.

·        Track and trend quality, efficiency, attrition and other issues to identify opportunities for improvement and implement action plans.

·        Establish and maintain knowledge of company policies, department procedures and system skills.

·        Monitor department activities to ensure accordance with established legal, regulatory and company procedures.

·        Maintain quality, quantity and effectiveness standards.

·        Ensure that representatives are adequately informed of policy and procedure changes and providing a forum for representatives to provide input to management.

·        College degree.

·        Solid management experience.

·        Strong analytical, process improvement and organizational skills.

·        Strong call center management experience is required in a high volume environment in positions of increasing responsibility.

·        Effective communication skills including written, verbal and presentation skills.

·        Ability to work in a fast paced environment and meet deadlines.