Customer Service Call Center Managers

Key Responsibilities

• Lead and manage daily call center operations to ensure service level goals are achieved.
• Supervise, coach, and develop customer service representatives and team leads.
• Monitor KPIs including call quality, customer satisfaction, response time, productivity, and employee performance.
• Develop and implement strategies to improve customer experience and operational efficiency.
• Handle escalated customer concerns and ensure timely resolution.
• Create staffing schedules and workforce plans to ensure adequate coverage.
• Analyze reporting data and identify trends, opportunities, and process improvements.
• Collaborate with senior leadership on department goals, policies, and performance initiatives.
• Maintain compliance with company policies, procedures, and service standards.

Qualifications

• Bachelor's degree preferred or equivalent management experience.
• 5+ years of call center/contact center experience.
• 3+ years of leadership or management experience within a customer service environment.
• Proven success managing customer service teams and improving operational performance.
• Strong coaching, mentoring, and employee development skills.
• Excellent verbal and written communication abilities.
• Experience utilizing CRM, call center, and workforce management systems.
• Strong analytical, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, customer-focused environment.