Call Center Operations Manager

1 week ago

Buffalo, New York, United States The LaSalle Group Full time
Call Center Operations Supervisor

Our client, a leading financial services organization, is seeking a Call Center Operations Supervisor to oversee a team of collections specialists focused on providing quality customer service. This individual will manage an international team while ensuring compliance and quality service, in addition to strategically growing the team.

Key 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.
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.

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