Call Center Manager

Responsibilities

• Effectively manage all call center functions, including key metrics such as call answer times.
• Effectively manage customer relations through both direct contact and outreach programs.
• Identify, select, train, and mentor location staff.
• Effectively and frequently communicate with location staff and support team members.
• Aid in overseeing programs, plans, and processes to ensure compliance with company, contract, and regulatory requirements.
• Maintain client contact routinely to meet or exceed expectations.
• Absorb and conduct periodic departmental audits.
• Daily, weekly, and monthly reviews of key operational metrics.
• Implement, promote, and adhere to company policies and procedures.
• Participate in location labor and employee relations activities.

Qualifications

• At least three (3) years’ experience managing a call center with over 25 staff at any given time.
• Bilingual in Creole.
• The ideal candidate would have experience in scheduling, personnel management, and training.
• Must be able to work independently and have strong written and verbal skills.
• Knowledge of the contractual obligations is a must to perform this job correctly.
• Experience managing a fast-paced environment.
• Transportation industry experience a plus.