Call Center Manager
About this position
Responsibilities
• Supervise and support telemarketing team, including hiring, training, and performance management.
• Conduct regular team meetings and provide coaching and feedback to improve performance.
• Manage daily call center operations, ensuring that service levels and performance targets are met.
• Monitor and analyze call center metrics to identify trends and areas for improvement.
• Ensure high standards of customer service are maintained, addressing escalated issues and complaints as needed.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Set and track key performance indicators (KPIs) for the team, including call handling times, resolution rates, and customer satisfaction scores.
• Prepare and present performance reports to senior management.
• Identify and implement process improvements to increase efficiency and effectiveness within the call center.
• Develop and maintain call center procedures and policies.
• Oversee the use of call center technology and tools, ensuring they are effectively utilized and maintained.
• Work with IT to address technical issues and implement new systems as needed.
• Ensure compliance with company policies, procedures, and industry regulations.
• Conduct quality assurance assessments to ensure adherence to service standards.
Requirements
• Strong leadership skills and effective communication.
• Deep understanding of call center dynamics.
• Experience in managing a call center team.
• Ability to analyze call center metrics and identify areas for improvement.
• Knowledge of customer service strategies and techniques.
• Familiarity with call center technology and tools.
• Ability to implement process improvements and maintain procedures.
• Compliance with company policies, procedures, and industry regulations.
• Experience in conducting quality assurance assessments.
• Track record of meeting performance targets and KPIs.