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Call Center Operations Manager

2 months ago

East Hartford, Connecticut, United States Global Channel Management Full time

Job Summary:

Global Channel Management is seeking a highly skilled and experienced Call Center Supervisor to lead our customer service team. As a key member of our operations team, you will be responsible for ensuring that our call center operations are running smoothly and efficiently.

Key Responsibilities:

  • Leadership and Team Management: Provide guidance and support to team members to ensure they have the skills and knowledge needed to excel in their roles.
  • Recruitment and Training: Assist in the recruitment and training of new team members to ensure they are equipped to handle customer inquiries and issues.
  • Operations Management: Oversee the day-to-day operations of the call center, including tracking attendance and QA results.
  • Performance Management: Work with team members to identify areas for improvement and develop plans to address any performance gaps.
  • Customer Service: Ensure that all customer interactions are handled in a professional and courteous manner.

Requirements:

  • Education: College degree or equivalent work experience.
  • Experience: Minimum 2 years call center experience in a leadership role.
  • Skills: Strong customer service skills, including call center client processes and procedures. Excellent team coaching, training, facilitation, and developmental skills. Analytical and interpretive skills. Ability to work in a team environment and meet or exceed Performance Competencies.