The Call Center Manager serves as a primary point person responsible for delivering and completing call center projects based on the approved requirements. They are accountable for the overall successful implementation of assigned projects.

The Call Center Manager role resides within the Professional Services department to provide planning, management, and guidance to project assigned resources. He/she will liaise with external and internal groups to ensure all parties are accountable for their designated role in the project, to deliver assigned project deliverables.

RESPONSIBILITIES:

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  Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  

• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.

• Assisting other management team members in identifying trends and establishing call center goals.

• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

• Taking on other tasks or projects to support employees, other managers, and call center operations.