Job Title: Call Center Manager
Reports To: CEO
Job Overview: The call center manager will be responsible for the day-to-day operations of the center and support the CEO. This role encompasses strategic planning, team management, operational efficiency, and continuous improvement. The ideal candidate will have a proven track record of meeting or exceeding KPIs, enhancing customer satisfaction, and leading change within a call center environment.
Primary Responsibilities:
? Develop and execute strategic plans to enhance operational efficiency and customer engagement.
? Manage all aspects of call center operations including hiring, training, managing staff, scheduling, and payroll.
? Set and monitor KPIs for speed, efficiency, and client satisfaction, ensuring targets are met or exceeded.
? Analyze performance data, prepare reports, and implement strategies to address shortfalls.
? Manage the recruitment, selection, and onboarding process, fostering a high-performance culture and maintaining a positive work environment.
? Provide leadership in change management, guiding the call center through process and technology enhancements.
? Utilize advanced call center systems and software to track performance and customer feedback.
? Ensure compliance with industry regulations and maintain high standards of quality assurance.
? Manage the call center budget, optimizing cost-effective resource allocation.
? Stay informed about industry developments and best practices in call center management.
? Support Business Development Representatives (BDRs) and Inside Sales Representatives (ISRs) by documenting procedures and providing training.
? Prepare and present regular performance reports to upper management.
Requirements:
? BachelorÂ’s degree in Business Administration or a related field.
? Minimum of four years of managerial experience in a business-to-business (B2B) call center.
? Demonstrated ability to improve call center operations, with a proven track record in achieving KPIs related to operational efficiency and customer satisfaction.
? Strong leadership skills with advanced capabilities in communication, problem-solving, conflict resolution, and team development.
? Proficiency in call center technology including CRM systems, Kixie, Pipedrive, auto-dialers, and workforce management software.
? Excellent analytical abilities to make data-driven decisions.
? Financial acumen in budget management and cost optimization.
Key Competencies:
? Strategic planning and execution
? Change management
? Customer relationship management
? Team development and training
? Resilience and stress management
? Innovation and continuous improvement
Typical Physical Demands and Working Conditions:
? Requires sitting, standing, bending, and a normal range of hearing and vision.
Job Type: Full-time
Pay: $60,000.00 – $80,000.00 per year
Benefits:
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
Shift:
• 8 hour shift
Supplemental Pay:
• Bonus opportunities
Work Location: Remote
