Call Center Operations Manager
1 month ago
Job Summary:
The Call Center Manager / Office Manager will oversee the daily operations of our call center while also managing office administrative functions. This dual role requires strong leadership skills, a deep understanding of call center metrics, and the ability to streamline office processes to ensure a productive and efficient work environment.
Key Responsibilities:
Call Center Management:
Team Leadership:
- Supervise, train, and mentor call center agents to ensure high performance and adherence to company policies.
- Conduct regular performance reviews and provide feedback and coaching.
- Develop and implement call center strategies to enhance customer service and operational efficiency.
Performance Monitoring:
- Track key performance indicators (KPIs) such as call volume, response time, and customer satisfaction.
- Analyze performance data to identify trends and areas for improvement.
- Prepare and present regular performance reports to senior management.
Customer Service:
- Ensure that call center agents provide exceptional customer service and resolve issues promptly and effectively.
- Handle escalated customer complaints and complex inquiries.
Operational Efficiency:
- Optimize call center processes and workflows to improve efficiency.
- Implement and maintain call center technologies and tools.
Office Management:
Administrative Oversight:
- Manage office supplies, equipment, and vendor relationships to ensure smooth day-to-day operations.
- Coordinate office maintenance and handle any facilities-related issues.
Staff Coordination:
- Oversee office support staff and coordinate their activities to support overall office operations.
- Manage office scheduling and meeting arrangements.
Compliance and Policies:
- Ensure that office procedures and policies are followed and updated as needed.
- Maintain a safe and organized work environment in compliance with health and safety regulations.
Budget Management:
- Assist with budgeting and financial planning for office expenses.
- Monitor and control office-related expenditures to stay within budget.
Qualifications:
- Education: Bachelor's degree in Business Administration, Management, or related field preferred.
- Experience: Minimum of 3-5 years of experience in call center management and office administration.
- Skills:
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficiency with call center software and office management tools.
- Ability to analyze performance metrics and implement improvements.
- Strong organizational and multitasking skills.
Benefits:
- Health Insurance after 90 days, 401k after 180 days.
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