Call Center Manager

Overview

The Call Center Manager is responsible for the daily supervision of Call Center Agents, Remote Agents, Lead Agents, Trainers and Supervisors. Ensuring customer interactions is handled in a helpful, friendly, upbeat and professional manner. The Call Center Manager will supervise all aspects of department and agent's performance, development and coaching as they assist guests that contact the call center.


Responsibilities

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
• Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Ensures understanding and compliance of staff regarding department and company policies and procedures.
• Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
• Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
• Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff, and other Human Resources related tasks.
• Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

Qualifications

• Builds and leads a high-performing team of agents and leads to achieve and exceed service delivery and customer expectations regarding Service Levels, Abandonment, Adherence, Turnover, QA Monitor Scores and other standards as determined by contact center Sr. Management and Directors.
• Ensures agents are answering all incoming customer interactions efficiently, accurately, and professionally as they assist external customers.
• Monitor, coach, and develop agents to drive department morale and for optimal performance so that department standards for service are met or exceeded.
• Monitors adherence to ensure agents are meeting or exceeding department and company standards.
• Ensures understanding and compliance of staff regarding department and company policies and procedures.
• Measures, documents, and communicates agent's performance and progress towards goal attainment for assigned team. Accurately and swiftly communicate issues and potential issues to Sr. Management.
• Contributes to customer retention and continuously increase customer loyalty levels through advanced problem resolution, handling of escalated customer interactions and mentoring agents to be well informed, friendly, helpful, upbeat and positive.
• Rewards and recognizes agents via implemented incentive programs to elevate agent productivity performance and achieve service goals.
• Display strong motivational skills towards achieving Call Center goals while maintaining low levels of turnover.
• Generates new ideas/solutions on specific Call Center issues and participates in projects and process improvement initiatives.
• Interviews and hires staff, and other Human Resources related tasks.
• Completes all additional tasks and responsibilities not listed as required or assigned by Sr. Management.

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