Description:
Job Profile Name: Manager-Call Center
Job Code: CAL212
FLSA: Exempt
Job Summary: The Call Center Manager is responsible for overseeing the daily activities of assigned teams within the call center to ensure operational goals, client requirements, and quality standards are met. This role works closely with supervisors, workforce management, training, and quality assurance to optimize performance, improve processes, and maintain a positive employee experience.

QUALIFICATIONS

• Bachelor’s degree in business administration, Management, or related field preferred (or equivalent experience). A combination of education and relevant call center or leadership experience may be considered in place of formal education.
• 3+ years of call center leadership experience, including managing supervisors.
• Strong understanding of call center KPIs and operational best practices.
• Proven ability to lead, coach, and motivate teams in a fast-paced environment.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in MS Office and familiarity with call center software and reporting tools.

• Oversee the daily operations of a call center team to ensure performance metrics are met.
• Provide updates to staff regarding these policies and procedures.
• Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs.
• Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored.
• Monitor performance goals and objectives for the call center staff and complete daily and weekly reports.
• Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels.
• Monitor key performance indicators (KPIs) such as average handle time, adherence, quality scores, and customer satisfaction.
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center.
• Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed.
• Responsible for identifying and resolving issues, problems, and concerns with employees. Collaborate with HR to help resolve these issues.
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary.
• Provide direction for staff when complaints are escalated to management level.
  Requirements: