Call Center Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Supervise and direct customer service operations.

• Ensure that customer service teams provide exemplary support and uphold high levels of customer satisfaction.

• Foster positive and productive customer experiences.

• Lead continuous improvement initiatives.

• Address escalated customer service matters as necessary.

• Manage costs by overseeing staffing levels and adjusting personnel based on demand.

• Evaluate call quality and customer satisfaction metrics to enhance service levels and identify training requirements.

• Direct and analyze workflow to propose actions for current and future production and staffing needs.

• Monitor objectives and service level agreements, taking ownership of action plans to achieve or surpass goals.

• Conduct audits and reporting, ensuring quality calibration, and implementing follow-up steps to reach targets.

• Offer development plans and mentor team members.

• Address escalated service issues, including outcomes from customer satisfaction surveys.

• Suggest process enhancements using scorecards, metrics, and various data sources.

• Conduct interviews and recruit team members.

• Carry out performance evaluations and implement performance improvement plans when necessary.

• Manage individual goals and foster a high-performance culture through coaching.

• Develop, mentor, and provide constructive feedback to individuals.

• Implement progressive discipline procedures.

• Oversee multiple projects by allocating resources, establishing timelines, and executing schedules.

⛳️ Requirements

• Bachelor's Degree with 2–4 years of relevant experience OR High School Diploma or GED with 4–6 years of relevant experience.

• Proven experience in overseeing customer service operations.

• Demonstrated ability to guide and develop customer service teams.

• Experience in monitoring call quality and customer satisfaction metrics.

• Capability to manage staffing levels in accordance with call volume.

• Familiarity with audits, reporting, and quality calibration processes.

• Proven track record in creating development plans and mentoring individuals.

• Experience in addressing escalated customer service issues.

• Proficient in reviewing scorecards, metrics, and other data sources.

• Experience in interviewing, hiring, and conducting performance evaluations.

• Knowledge of implementing performance improvement plans and progressive discipline processes.

• Experience in managing individual goals and coaching for high performance.

• Proven ability to manage multiple projects, resources, timelines, and schedules.

🏝️ Benefits

• Health, dental, and vision insurance.

• Life insurance.

• Flexible Spending Account (FSA) and Health Savings Account (HSA).

• 401(k) retirement plan.

• Employee Assistance Program.

• Back-up Care for Children, Adults, and Elders.

• Health and wellness initiatives.

• Wellness program that allows employees to engage in health initiatives to lower insurance premiums.

• Eligibility for bonuses.