Call Center Manager

About the role

You will oversee the daily supervision of Call Center Agents, Remote Agents, Lead Agents, Trainers, and Supervisors, ensuring all customer interactions are handled in a helpful, friendly, upbeat, and professional manner. The role involves managing all aspects of department and agent performance, development, and coaching to assist guests contacting the call center.

Responsibilities

• Build and lead a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores, and other standards set by contact center Senior Management and Directors.
• Ensure agents answer all incoming customer interactions efficiently, accurately, and professionally.
• Monitor, coach, and develop agents to drive department morale and optimize performance, ensuring department standards for service are met or exceeded.
• Monitor adherence to ensure agents meet or exceed department and company standards.
• Ensure staff understand and comply with department and company policies and procedures.
• Measure, document, and communicate agents’ performance and progress toward goal attainment for your assigned team.
• Accurately and swiftly communicate issues and potential issues to Senior Management.
• Contribute to customer retention and increase customer loyalty through advanced problem resolution, handling escalated interactions, and mentoring agents to be well-informed, friendly, helpful, upbeat, and positive.
• Reward and recognize agents via incentive programs to elevate productivity and achieve service goals.
• Display strong motivational skills to achieve Call Center goals while maintaining low turnover levels.
• Generate new ideas and solutions for specific Call Center issues and participate in projects and process improvement initiatives.
• Interview and hire staff, and handle other Human Resources-related tasks.
• Complete additional tasks and responsibilities as assigned by Senior Management.

Requirements

• Build and lead a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores, and other standards set by contact center Senior Management and Directors.
• Ensure agents answer all incoming customer interactions efficiently, accurately, and professionally.
• Monitor, coach, and develop agents to drive department morale and optimize performance, ensuring department standards for service are met or exceeded.
• Monitor adherence to ensure agents meet or exceed department and company standards.
• Ensure staff understand and comply with department and company policies and procedures.
• Measure, document, and communicate agents’ performance and progress toward goal attainment for your assigned team.
• Accurately and swiftly communicate issues and potential issues to Senior Management.
• Contribute to customer retention and increase customer loyalty through advanced problem resolution, handling escalated interactions, and mentoring agents to be well-informed, friendly, helpful, upbeat, and positive.
• Reward and recognize agents via incentive programs to elevate productivity and achieve service goals.
• Display strong motivational skills to achieve Call Center goals while maintaining low turnover levels.
• Generate new ideas and solutions for specific Call Center issues and participate in projects and process improvement initiatives.
• Interview and hire staff, and handle other Human Resources-related tasks.
• Complete additional tasks and responsibilities as assigned by Senior Management.