Call Center Manager

About the role

A skilled Call Center Manager is needed to supervise daily operations and personnel, aiming for maximum efficiency and cost-effectiveness. The role involves ensuring optimal use of technology and maintaining well-organized, productive staff. The ideal candidate will be an organized, reliable, and results-driven professional with a practical mindset for solving problems and making improvements. Strong customer service and communication skills are essential to achieve company goals.

Responsibilities

• Develop objectives for the call center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics, etc.).
• Assume responsibility for budgeting and tracking expenses.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling, and other procedures.
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.).
• Prepare reports for different departments or upper management.

Requirements

• Proven experience as a call center manager or similar position.
• Experience in customer service is required.
• Knowledge of performance evaluation and customer service metrics.
• Solid understanding of reporting and budgeting procedures.
• Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).
• Proficient in MS Office and call center equipment/software programs.
• Outstanding communication and interpersonal skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Positive and patient demeanor.
• High school diploma or equivalent; higher degree in a relevant discipline will be appreciated.