Call Center Manager

Found in: Appcast Linkedin GBL C2 - 2 weeks ago


Richmond, United States LHH Full time

Location: Richmond, VA


Position Overview: LHH is seeking 15 highly skilled and experienced Call Center Managers to lead our customer support teams. The ideal candidate will have a proven track record of managing high-performing call center operations, driving efficiency, and delivering outstanding customer service. As the Call Center Manager, you will play a crucial role in ensuring that our clients receive prompt and professional assistance while leading and motivating a team of dedicated representatives.


Responsibilities:

  • Oversee daily operations of the call center, including staffing, training, and performance management.
  • Develop and implement strategies to optimize efficiency and productivity, ensuring service level agreements (SLAs) are met.
  • Monitor call center metrics and KPIs to identify trends and areas for improvement.
  • Foster a positive and collaborative work environment, providing coaching and support to team members.
  • Implement quality assurance processes to maintain high standards of customer service.
  • Collaborate with other departments to resolve complex customer issues and enhance the overall customer experience.
  • Stay updated on industry trends and best practices to continuously improve call center operations.


Requirements:

  • Proven experience as a Call Center Manager or similar role, with a minimum of 3 years in a leadership position.
  • Strong understanding of call center operations, including workforce management, quality assurance, and performance metrics.
  • Excellent communication and interpersonal skills, with the ability to effectively interact with customers and team members.
  • Proficiency in call center software and CRM systems.
  • Ability to analyze data and make data-driven decisions to improve processes and performance.
  • Demonstrated leadership abilities, including coaching, mentoring, and team building.


Benefits:

  • Competitive salary commensurate with experience.
  • Comprehensive health, dental, and vision insurance plans.
  • Retirement savings plan with company match.


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