Call Center Manager
$75kUltimate Staffing
Call Center Manager (JN -062026-423783) Atlanta, Georgia Salary: USD75000 - USD75000 per year We are conducting a confidential search for an experienced Call Center Manager to lead and optimize customer service operations in a fast-paced, high-volume environment. This individual will be responsible for driving performance, improving customer satisfaction, and developing a high-performing team while ensuring operational efficiency and adherence to service standards. Key Responsibilities Lead day-to-day operations of the call center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved Manage, coach, and develop a team of supervisors and customer service representatives to deliver exceptional customer experiences Monitor call center metrics, analyze performance trends, and implement strategies for continuous improvement Develop and execute workforce planning, scheduling, and staffing strategies to meet business demand Establish and maintain quality assurance programs, including call monitoring and performance evaluations Partner with cross-functional teams to enhance customer experience, resolve escalations, and improve processes Identify and implement process improvements, automation opportunities, and cost efficiencies Handle complex customer issues and provide resolution for escalated concerns Ensure compliance with company policies, industry regulations, and data security standards Prepare and present performance reports, insights, and recommendations to senior leadership Qualifications & Experience 5+ years of experience in call center or customer service operations, with at least 2+ years in a leadership role Proven track record of managing high-volume contact center environments Strong understanding of call center KPIs (e.g., AHT, CSAT, FCR, service levels) Experience with workforce management tools and CRM systems Demonstrated ability to lead, coach, and develop teams to achieve performance goals Strong analytical and problem-solving skills with a data-driven mindset Excellent communication, interpersonal, and conflict resolution skills Ability to manage multiple priorities in a fast-paced environment Preferred Qualifications Bachelor’s degree in Business Administration, Management, or related field Multi-channel contact center experience (phone, chat, email, digital support) #J-18808-Ljbffr
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thryvlgbt
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