Call Center Operations Manager

1 month ago


Lafayette, Louisiana, United States BlueBird Windows & Doors Full time
Job Title: Call Center Manager / Office Manager

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:

  1. 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.
  2. 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.
  3. Customer Service:

    • Ensure that call center agents provide exceptional customer service and resolve issues promptly and effectively.
    • Handle escalated customer complaints and complex inquiries.
  4. Operational Efficiency:

    • Optimize call center processes and workflows to improve efficiency.
    • Implement and maintain call center technologies and tools.

Office Management:

  1. 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.
  2. Staff Coordination:

    • Oversee office support staff and coordinate their activities to support overall office operations.
    • Manage office scheduling and meeting arrangements.
  3. 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.
  4. 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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