Call Center Manager

Call Center Operations Manager Job Responsibilities:

• Communicate well with operations, account managers, and other stakeholders.
• Manage levels 1, 2, and 3 customer service.
• Work with tech based ticketing and CRM software.
• Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments.
• Establish a high standard for productivity, quality, and customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
• Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations.
• Summarize, collect and analyze call center trends and data for regular performance reports.
• Oversee system maintenance and upgrade implementation. Call for repairs and troubleshooting as needed.
• Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
• Perform continuing education and in-services on a regular schedule.
• Train staff as needed.
• Refine and develop systems with IT and account management to foster communication.
• Designs, edits and implements SOP’s.
• Manage remote workforce.

Call Center Operations Manager Qualifications:

• Bachelor’s Degree
• 5+ years of managerial experience
• 3+ years of call center experience preferred
• Customer service experience preferred