Call Center Manager

Responsibilities

• Coaches, trains, and conducts performance appraisals of all call center representatives.
• Serves as a liaison between the VP of Operations and the call center representatives.
• Ensures project deadlines and performance/quality standards are established and met.
• Typically supervises 2-80 non-exempt employees.
• Interviews candidates, maintains a qualified staff, communicates areas of accountability, and determines standards of performance.
• Makes suggestions on improving work procedures in the operation area.
• Updates work instructions and ensures the department is up-to-date on current procedures.
• Maintains logs for calls and results, and enters them into an internal system.
• Receives incoming customer and client requests from customer service.
• Determines locations for fingerprint collection.
• Follows up with vendors to obtain all related documentation.
• Prepares and sends Welcome Packets to clients.

Requirements

• Tact and diplomacy in dealing with both customers and employees.
• Strong supervisory skills.
• Excellent oral and written communication skills.
• Able to work well under pressure.
• Must be flexible and able to multi-task.

Qualifications

• Minimum of a college degree.
• At least 3 years of relevant experience.

Benefits

• Medical, dental, and vision coverage with spouse/family options.
• 401K plan with generous company match.
• Flexible spending accounts.
• Voluntary insurance coverage plans (life, disability, etc.).
• Paid time off and paid holidays.
• Casual dress code.
• Commuter benefit program.