DescriptionStaff4Me is currently seeking an experienced and highly organized Call Center Manager to join our team. As the Call Center Manager, you will be responsible for overseeing the day-to-day operations of our call center, ensuring high-quality customer service delivery. You will lead a team of call center representatives, monitor and analyze call center metrics, and implement strategies to optimize performance and customer satisfaction. This is a critical role that requires strong leadership, excellent communication skills, and a passion for delivering exceptional customer service.
Responsibilities
- Manage a team of call center representatives and supervisors.
- Develop and implement call center policies and procedures.
- Monitor and analyze call center metrics to ensure performance goals are met.
- Provide regular feedback and coaching to team members to improve performance.
- Identify areas for process improvement and implement necessary changes.
- Collaborate with other departments to resolve escalated customer issues.
- Create and maintain reports on call center performance.
Requirements - 3-5 years of experience in call center management or related role.
- Proven track record of successfully managing and leading a call center team.
- Strong knowledge of call center operations and best practices.
- Excellent communication and interpersonal skills.
- Ability to analyze data and make data-driven decisions.
- Experience with call center software and systems.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Strong problem-solving and decision-making abilities.
- Customer-focused mindset with a commitment to providing exceptional service.