Call Center Operations Manager
3 days ago
Responsibilities
- Manage call center employees to provide excellent customer service
- Oversee call center operations and implement improvements to telephone skills and procedures
- Create goals and objectives for the call center and track performance using key performance indicators
- Develop and implement policies and procedures to maximize productivity
- Prepare and present reports on call center statistics to upper management
Qualifications
- High school diploma/GED required, college experience preferred
- Valid Certified Call Center Manager (CCCM) certification preferred
- Previous experience as a call center manager or in a similar managerial position
- Strong knowledge of budgeting, reporting, and basic financial analysis concepts
- Highly skilled in Microsoft Office and call center software
- Excellent verbal, written, and interpersonal communication skills
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