Call Center Operations Manager

3 days ago


Austin, Texas, United States ELITE VISON GROUP LLC Full time
Job SummaryWe are seeking an experienced Call Center Manager to oversee our call center's daily operations and personnel. The ideal candidate will have a strong grasp of customer service metrics and key performance indicators in a call center setting.

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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