Call Center Manager/Representative

This is a remote position.

Job Summary

The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring exceptional customer service, achieving performance targets, and managing a team of supervisors and customer service representatives. This role focuses on improving operational efficiency, maintaining service quality, and driving employee engagement to deliver an outstanding customer experience.

Key Responsibilities

• Manage the day-to-day operations of the call center.
  
• Lead, coach, and develop supervisors and customer service representatives.
  
• Monitor key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA).
  
• Develop staffing plans and schedules to meet call volume demands.
  
• Ensure compliance with company policies, procedures, and service standards.
  
• Analyze operational reports and identify opportunities for process improvement.
  
• Handle escalated customer complaints and ensure timely resolution.
  
• Conduct regular team meetings, performance reviews, and coaching sessions.
  
• Collaborate with other departments to improve customer experience and operational efficiency.
  
• Manage workforce productivity and resource allocation.
  
• Prepare and present performance reports to senior management.
  
• Drive employee engagement, motivation, and retention initiatives.
  
• Support the implementation of new technologies, systems, and customer service strategies.
  

Required Qualifications

• 2–3 years of experience in a managerial or supervisory role.
  
• Strong leadership and team management skills.
  
• Excellent communication and interpersonal abilities.
  
• Experience using CRM systems and call center technologies.
  
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
  
• Strong analytical and problem-solving skills.
  
• Ability to work in a fast-paced, target-driven environment.
  

Requirements

Preferred Skills

• Workforce management and scheduling experience.
  
• Performance coaching and employee development.
  
• Conflict resolution and customer complaint handling.
  
• Data analysis and reporting.
  
• Budget management.
  
• Change management and process improvement.
  
• Knowledge of quality assurance methodologies.
  

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
  
• First Call Resolution (FCR)
  
• Service Level Agreement (SLA) Compliance
  
• Average Handle Time (AHT)
  
• Abandonment Rate
  
• Quality Assurance Scores
  
• Employee Productivity
  
• Attendance and Schedule Adherence
  
• Employee Engagement and Retention
  

Working Conditions

• Full-time position.
  
• May require evening, weekend, or holiday shifts depending on business needs.
  
• Office-based or hybrid work environment.
  

Benefits

Compensation & Benefits

• Competitive salary.
  
• Performance-based incentives.
  
• Health, dental, and vision insurance.
  
• Paid time off and holidays.
  
• Retirement savings plan.
  
• Professional development and career advancement opportunities.