Call Center Manager Job Description Template
Our company is looking for a Call Center Manager to join our team.
Responsibilities:
- Ensuring agents are achieving desired service levels and taking corrective action as needed;
- Drives continuous process improvements;
- Develop objectives for the call center’s day-to-day activities;
- Speaking to clients with common courtesy, and respect;
- Works in conjunction with the Service Manager;
- Support additional call center projects as needed;
- Establish and achieve performance goals for productivity, conversions, efficiency, and quality/patient satisfaction;
- Supervisor will oversee 3 part-time professionals and 5 – 8 student workers;
- Manage financial performance including achieving budget goals;
- Evaluate performance with key metrics (accuracy, call-hold time, breaks, lunches etc.);
- Responsible for individual performance evaluations;
- Interacts with key client personnel;
- Manage all technical issues and ensure prompt resolution to avoid interruption in business;
- Hire, lead, and develop a motivated team capable of exceeding performance expectations and patient demand;
- Monitors in-bound calls for quality assurance.
Requirements:
- Decisiveness and attention to detail;
- Demonstrated experience in establishing and managing performance and quality metrics;
- Strong communication skills (verbal and written) and critical thinking skills required;
- A positive, mentoring style of leadership;
- A desire to become closely connected with the ministry of World Harvest Church;
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations;
- Knowledge of performance evaluation and customer service metrics;
- Exceptional interpersonal, customer service, verbal and written communication, and conflict resolution skills;
- Able to work in a fast-paced environment;
- Proficient in MS Office and call center equipment/software programs;
- Positive and patient with polite, professional phone voice;
- Customer centric behavior;
- Exceptional interpersonal, customer service, problem-solving, and conflict resolution skills;
- Strong written, verbal and presentation communication skills;
- Bachelor’s degree.