Call Center Manager
2 weeks ago
**Job Summary**:
The Call Center Manager is responsible for leading and managing the operations of the call center to ensure the delivery of exceptional customer service. They are responsible for managing a team of customer service representatives, monitoring performance metrics, implementing strategies to improve efficiency and productivity, and ensuring that customer service goals are met.
**Responsibilities**:
- Lead and manage a team of customer service representatives, including recruitment, training, coaching, and performance evaluation.
- Develop and implement call center policies, procedures, and standards to ensure consistent and high-quality customer service.
- Monitor and analyze call center metrics, such as average handling time, call abandonment rate, and customer satisfaction scores, to identify areas for improvement and develop action plans.
- Implement strategies to optimize call center performance and enhance customer service, such as implementing new technologies, improving processes, or introducing training programs.
- Handle escalated customer issues or complaints, ensuring timely and satisfactory resolution.
- Collaborate with other departments, such as sales, marketing, and operations, to coordinate efforts and ensure alignment with organizational objectives.
- Maintain accurate records and reports on call center activities, including performance metrics, staffing levels, and customer feedback.
- Stay up-to-date with industry trends and best practices in call center management and customer service.
- Conduct regular team meetings to communicate goals, performance expectations, and provide feedback and recognition to team members.
- Foster a positive and motivating work environment that encourages teamwork, collaboration, and personal development.
**Requirements**:
- Bachelor's degree in business administration, communications, or a related field (or equivalent work experience).
- Proven experience in call center management or a similar customer service leadership role.
- Strong knowledge of call center operations, metrics, and performance indicators.
- Excellent communication and interpersonal skills.
- Demonstrated ability to lead and motivate a team.
- Proficiency in using call center software and CRM systems.
- Strong analytical and problem-solving skills.
- Ability to handle stressful situations and resolve conflicts effectively.
- Flexibility to adapt to changing priorities and work in a fast-paced environment.
- Knowledge of relevant industry regulations and compliance requirements
**Job Types**: Full-time, Permanent
**Experience**:
- call center manager: 6 years (preferred)
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