Call Center Manager

Job Details

Job Location

1180 Peachtree - Atlanta, GA

Salary Range

$70,000.00 Salary

We are seeking a highly motivated and experienced Call Center Manager in our Midtown Atlanta market to oversee our customer service operations. The ideal candidate will be responsible for managing a team of call center agents, ensuring that customer service standards are met, and driving continuous improvement in service quality and efficiency.

Key Responsibilities:

• Team Leadership:

• Manage and lead a team of call center agents, including hiring, training, and performance management.

• Foster a positive work environment that promotes teamwork, high performance, and continuous learning.

• Conduct regular team meetings and one-on-one coaching sessions to ensure agents are meeting performance goals.

• Operations Management:

• Oversee day-to-day call center operations, ensuring that service levels, KPIs, and targets are met.

• Monitor call center metrics, including call volume, response time, and customer satisfaction, and implement strategies for improvement.

• Develop and implement call center policies and procedures to ensure efficiency and consistency in service delivery.

• Manage the scheduling and staffing to ensure adequate coverage during peak times.

• Customer Service Excellence:

• Ensure that all customer interactions are handled professionally and efficiently, with a focus on resolving issues on the first contact.

• Handle escalated customer issues and complaints, providing solutions and ensuring customer satisfaction.

• Continuously evaluate customer service processes and technologies, recommending improvements to enhance the customer experience.

• Reporting and Analysis:

• Prepare regular reports on call center performance, including detailed analysis of metrics and trends.

• Present findings to senior management, providing recommendations for operational improvements.

• Track and analyze customer feedback, identifying areas for improvement and implementing corrective actions.

• Compliance and Quality Assurance:

• Ensure that the call center operates in compliance with company policies, industry regulations, and legal requirements.

• Implement and monitor quality assurance processes to ensure high standards of service are maintained.

• Conduct regular audits of call center operations to ensure adherence to standards and protocols.

Qualifications:

• 5+ years of experience in a call center or customer service management role.

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Proven ability to analyze data and make data-driven decisions.

• Experience with call center technology, including CRM systems and workforce management tools.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.

• Strong problem-solving skills and the ability to handle challenging customer situations effectively.