Job Description

Job Description

Job Description

Position Summary:

We are seeking a dynamic and results-oriented Call Center Manager to lead a team of customer service representatives within a high-energy, customer-centric environment. The ideal candidate will possess strong leadership and organizational skills, an ability to inspire and motivate a team, and a commitment to driving customer satisfaction through efficient call center operations.

Salary: $60,000-$70,000 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Key Responsibilities:

• Lead and manage a team of customer service representatives, offering guidance, support, and regular feedback to drive both individual and team performance.
• Develop and execute strategies to optimize call center workflows, streamline processes, and elevate the customer experience.
• Analyze performance data to assess areas of improvement and implement effective solutions to meet or exceed service level and customer satisfaction goals.
• Maintain adherence to call center policies, procedures, and quality standards, ensuring a professional and efficient customer interaction experience.
• Work cross-functionally to address and resolve customer concerns, supporting timely and effective resolutions.
• Stay informed of industry trends and best practices in call center management, continuously applying insights to improve team performance.
• Establish training programs, delivering ongoing coaching and skill development opportunities to build a knowledgeable, high-performing team.
• Promote a positive and collaborative environment, supporting teamwork, open communication, and a service-first approach.
• Use call center technology to monitor and assess customer interactions, analyze patterns, and make informed decisions to enhance overall efficiency and satisfaction.
• Prepare and present regular reports on call center metrics, identifying trends, areas for improvement, and recommendations for senior leadership.

Qualifications:

• Proven experience in a call center management or customer service leadership role, ideally in a service-focused industry.
• Demonstrated leadership abilities, with a proven capacity to inspire a team to reach performance goals.
• Exceptional communication and interpersonal skills, with an ability to build rapport with customers and work collaboratively across departments.
• In-depth understanding of call center operations, including familiarity with call center software, telephony systems, and performance analysis.
• Strong analytical skills with a data-driven approach to decision-making.
• Excellent organizational skills, able to prioritize and delegate tasks efficiently within a fast-paced environment.
• Customer-oriented mindset, with a passion for delivering outstanding service and achieving high levels of customer satisfaction.
• Creative problem-solver with an aptitude for identifying innovative solutions.
• Detail-oriented with an emphasis on accuracy in a high-volume, time-sensitive setting.

All qualified applicants will receive consideration for employment without regard to race, color, religion, ethnicity, national origin, sex, gender identity, sexual orientation, disability status, protected veteran status or any other protected status under the law.

EverStaff is an equal opportunity employer (M/F/D/V/SO/GI).

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