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Call Center Manager

3 months ago

Peoria, United States Renewal by Andersen Full time

**Responsibilities**:
Leadership and Management:

- Lead and manage a team of call center supervisors and agents.

*Provide guidance, coaching, and mentorship to the team to foster a positive and productive work environment.

*Set performance goals and conduct regular performance evaluations.

Operational Oversight:
*Oversee daily operations of the call center, ensuring smooth and efficient functioning. *Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.

*Develop strategy to improve operational KPIs for efficiency and effectiveness.

CustomerService Excellence:

- Ensure a high standard of customer service is maintained by the call center team.
- Develop Quality Assurance policy to ensure that standards are being met.
- Implement strategies to enhance customer satisfaction and loyalty.
- Address customer escalations and resolve issues promptly.

Technology and Systems Management:

- Stay up to date with technological advancements in call center systems and implement relevant tools for improved efficiency.
- A working knowledge of Microsoft Suites and other platforms necessary for daily

operations including, CRM, VOIP, and communication platforms.
- Collaborate with IT teams totroubleshoot and resolve technical issues.

Qualifications:
*Proven experience (4+ years) in a leadership role within a call center environment. Strong understanding of call center operations, technology, and best practices.

*Excellent communication and interpersonal skills.

*Demonstrated ability to drive performance and achieve targets.

*Analytical mindset with the ability to use data to make informed decisions.

**Experience**:

- Call Center: 4 years (required)
- Customer service: 1 year (preferred)

License/Certification:

- Driver's License (required)

Work Location: In person