Call Center Manager

Position Overview:

We are seeking an experienced and motivated Call Center Manager to lead our call center team. The ideal candidate will be responsible for overseeing daily operations, ensuring high-quality customer service, and driving performance to meet organizational goals. This role requires strong leadership skills, effective communication, and a deep understanding of call center dynamics.

Key Responsibilities:

Team Management:

• Supervise and support telemarketing team, including hiring, training, and performance management.
• Conduct regular team meetings and provide coaching and feedback to improve performance.

Operational Oversight:

• Manage daily call center operations, ensuring that service levels and performance targets are met.
• Monitor and analyze call center metrics to identify trends and areas for improvement.

Customer Service:

• Ensure high standards of customer service are maintained, addressing escalated issues and complaints as needed.
• Develop and implement strategies to enhance customer satisfaction and loyalty.

Performance Management:

• Set and track key performance indicators (KPIs) for the team, including call handling times, resolution rates, and customer satisfaction scores.
• Prepare and present performance reports to senior management.

Process Improvement:

• Identify and implement process improvements to increase efficiency and effectiveness within the call center.
• Develop and maintain call center procedures and policies.

Technology and Tools:

• Oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.
• Work with IT to address technical issues and implement new systems as needed.

Compliance and Quality Assurance:

• Ensure compliance with company policies, procedures, and industry regulations.
• Conduct quality assurance assessments to ensure adherence to service standards.

Requirements

Key Performance Indicator:

• Average Handle Time - Measure the average duration of calls from start to finish.
• Customer Satisfaction Score - Evaluate customer satisfaction through feedback and surveys.
• Service Level - Monitor the percentage of calls answered within a predetermined time frame.
• Call Abandonment Rate - Record the number of calls abandoned by customers before being answered.
• Employee Turnover Rate - Measure the rate at which call center staff leave and are replaced.
• Call Quality Score - Assess the quality of calls based on predefined criteria.
• Agent Utilization Rate - Track the amount of time agents spend on calls versus available time.
• Training Completion Rate - Monitor the completion rate of training programs by staff.
• Number of Escalated Calls - Count the frequency of calls requiring escalation to higher-level support.
• Adherence to Schedule - Measure how closely agents follow their scheduled work hours.
• Cost per Call - Calculate the total cost associated with handling each call.

Qualifications:

• Proven experience as a Call Center Manager or similar role.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficiency in call center software and CRM systems.
• Analytical skills with the ability to interpret data and make data-driven decisions.
• Strong problem-solving skills and ability to handle high-pressure situations.
• Bachelor’s degree in Business Administration, Management, or a related field (preferred).