This role manages a team of supervisors, workforce, and staff of call center agents.  This position is responsible for the overall direction, coordination and evaluation of the call center and will carry out management responsibilities in accordance with the organization’s policies and applicable laws.  In addition, this person will be in charge of interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems while moving the business forward through solutions. 

Responsibilities for the Call Center Manager to include:

• Provides leadership, coaching and guidance to call center unit
  
• Monitors productivity of customer service representatives and generates reports
  
• Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies
  
• Provides effective communication and contact
  
• Troubleshoots and resolves client service issues
  
• Develops and defines performance measures through concise reporting
  
• Effectively monitors operational performance statistics; effectively analyzing performance data
  
• Ensures call center procedures and programs are effectively communicated to employees
  
• Accepts and resolves elevated calls referred from call center
  
• Effectively selects, trains and develops subordinate staff; ensures fair and consistent treatment of employees

Requirements:

• Associate degree required, Bachelor degree preferred
  
• 3+ years Inbound Call Center Management experience required
  
• Ability to take corporate direction and implement as required
  
• Strong communication skills

SMALL RELOCATION ASSISTANCE PROVIDED