Call Center Manager

1 month ago

Buffalo, United States LaSalle Network Full time

Our client, a leading financial services organization, is seeking a Call Center Manager due to a promotion This organization specializes in the lending space, making themselves a trusted partner for individuals seeking personal loans. Known for their superior customer service, convenient application process and speedy turn around, they are continuing to have massive success.

The Call Center Manager will be responsible for overseeing a team of collections specialists focused on providing quality customer service. The Call Center Manager will manage an international team while ensuring compliance and quality service, in addition to strategically growing the team.

Call Center Manager Responsibilities:

  • Supervise, train and motivate call center staff to achieve performance targets and deliver exceptional customer service
  • Monitor and analyze call center metrics and performance reports to identify trends, areas for improvement and training needs
  • Develop and implement processes and procedures to enhance operational efficiency and customer satisfaction
  • Handle escalated customer issues and complaints, providing solutions and ensuring resolutions are satisfactory
  • Participate in hiring and onboarding processes, ensuring the call center is appropriately staffed and equipped to handle customer inquiries
  • Conduct regular quality assurance checks and audits to ensure adherence to company standards and policies
  • Prepare and present regular reports on call center performance, including key performance indicators (KPIs) and recommendations for improvements
  • Collect and analyze customer feedback to identify opportunities for improvement and implement necessary changes
  • Ensure that all operations comply with company policies, industry regulations and legal requirements


Call Center Manager Requirements:

  • Bachelor's degree in Business Administration, Management or a related field preferred
  • 3+ years of experience in call center management or a similar role
  • Experience in a business to consumer industry required
  • Strong leadership, coaching and motivational skills
  • Ability to analyze data and generate actionable insights
  • Proficiency in call center software and tools


This is a wonderful opportunity to join a team that offers ample growth opportunity in other areas of the business. Apply today

Thank you,

Rachel Holmes
Principal, National Search
LaSalle Network

LaSalle Network is an Equal Opportunity Employer m/f/d/v.

LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries.

LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets. LaSalle Network offers temporary Field Employees benefit plans including medical, dental and vision coverage. Family Medical Leave, Worker's compensation, Paid Leave and Sick Leave are also provided. View a full list of our benefits here:

LNVPKO

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