Call Center Manager

Job Overview
We are seeking an experienced and dynamic Call Center Manager to lead and oversee our customer service operations. The ideal candidate will be responsible for managing daily call center activities, ensuring exceptional customer satisfaction, and driving team performance. This role requires strong leadership, project management skills, and the ability to coordinate multiple initiatives effectively. The Call Center Manager will play a pivotal role in developing strategies to improve operational efficiency and customer experience.

Responsibilities

• Lead, motivate, and supervise a team of call center agents to meet performance targets and quality standards.
• Develop and implement operational procedures to optimize workflow and enhance customer service delivery.
• Manage schedules, monitor team performance, and provide coaching or training as needed to ensure high levels of productivity.
• Oversee project management initiatives related to process improvements, technology upgrades, or new service offerings.
• Analyze call center metrics and customer feedback to identify areas for improvement and implement corrective actions.
• Coordinate with other departments such as sales, marketing, and technical support to ensure seamless communication and service delivery.
• Conduct regular team meetings to communicate updates, set goals, and foster a positive work environment.
• Handle escalated customer issues with professionalism and effective negotiation skills to resolve conflicts satisfactorily.
• Support sales efforts by identifying opportunities for upselling or cross-selling during customer interactions.
• Maintain compliance with company policies and industry regulations while ensuring data security and confidentiality.

Experience

• Proven management or supervisory experience within a call center or customer service environment.
• Strong project management skills with the ability to oversee multiple initiatives simultaneously.
• Multilingual abilities are preferred to effectively communicate with diverse client bases.
• Excellent leadership qualities with demonstrated success in team development and motivation.
• Exceptional communication skills in English; additional language skills are a plus.
• Experience in analyzing performance data, generating reports, and implementing process improvements.
• Background in negotiation and sales strategies is advantageous for driving revenue growth through customer interactions. This position offers an exciting opportunity for a motivated professional eager to lead a high-performing team in a fast-paced environment dedicated to delivering outstanding customer service.

Job Type: Full-time

Pay: $50, $85,000.00 per year

Experience:

• Call center management: 3 years (Required)

Ability to Commute:

• Lake Worth, FL Required)

Work Location: In person