Call Center ManagerRepresentative

This is a remote position.

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.

• 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.
  

• 23 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.
  

• 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.
  

• 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
  

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

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