Call Center Manager

Key Responsibilities

• Oversee supervisors to ensure compliance with quality standards, deadlines, and established procedures.
• Review records or reports pertaining to activities such as production to verify details, monitor work activities, or evaluate performance.
• Analyze information and evaluate outcomes to determine the most effective solution and resolve issues.
• Connect pieces of information to form general rules or conclusions, identifying relationships among events that may initially seem unrelated.
• Provide guidance on complex issues and resolve escalated complaints.
• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance management criteria.
• Communicate effectively with internal teams and external stakeholders.
• Perform administrative tasks and maintain accurate documentation.

Required Skills & Qualifications

• Strong leadership, coaching, and conflict-resolution abilities.
• Exceptional communication skills (verbal and written).
• Proficient in Microsoft Excel, Word, Office Suite, and SQL.
• Skilled in data analysis, decision-making, and problem-solving.
• Knowledge of administration, customer service principles, and office procedures.
• High dependability and ability to manage multiple priorities.
• High school diploma or equivalent.
• Minimum three (3) or more years of professional work experience.