Call Center Manager

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.