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Call Center Manager

Jacksonville Full-Time
$50,000.00 - $55,000.00 / year
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  • Oversee day-to-day call center operations and business planning, ensuring staff safety,  security compliance, human development, operational efficiency and service quality excellence in a work at home environment. 
  • Assume accountability for the delivery of value-adding operations management services in support of approximately 500+ call center agents and various levels of call center leadership.
  • Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
  • Manage compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
  • Oversee center-wide human resource recruiting, training, development and retention.
  • Manage and develop center Project Management, human resources, training, facilities, and IT staff.
  • Participate as a value-adding member of the management team.
  • Through demonstrated individual performance, promote the highest standards of ethical and professional conduct.
  • Develop and manage the operating budget for the specific call center operation.
  • Perform other related duties and assignments as required.

EXPERIENCE

  • Three to five years of call center management experience with two years in inbound operations management.
  • Experience with strategic initiative development and implementation, specifically with operating policies and procedures, and work process improvements
  • Experience managing operations with greater than 500 staff
  • Excellent oral and written communication skills.

 

EDUCATION

  • College degree is preferred but not required, High School Diploma required
  • Experience with strategic initiative development and implementation
  • Experience supporting multiple disciplines in a consultative fashion
  • Strong analytical skills and the ability to drive change and manage long-term projects
  • Experience supporting operations with greater than 300 staff
  • Excellent oral and written communication skills, as well as outstanding interpersonal skill

Skills required

Human Resources
Management
Problem Solving
Leadership
Purchasing
Training And Development
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