General Application: This is a general application which allows candidates to submit a resume for review to be considered for possible future opportunities.

Do you have a background as a Call Center Manager/Director?

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Job Overview

Call Center Manager to oversee call center operations and team members. The ideal candidate will hold a Bachelor's degree and have a strong background in customer service management. The Call Center Manager will be responsible for leading and motivating a team of call center agents to deliver exceptional customer service and achieve performance targets.

Key Responsibilities

- Team Leadership:

- Manage and supervise a team of call center agents, providing guidance, support, and performance feedback.

- Conduct regular team meetings to communicate updates, set goals, and address any issues.

- Performance Management:

- Monitor and evaluate call center performance metrics, such as call volume, response times, and customer satisfaction.

- Implement strategies to improve efficiency, productivity, and customer service quality.

- Training and Development:

- Develop and deliver training programs to enhance the skills and knowledge of call center agents.

- Ensure that all team members are up to date with company policies, procedures, and product knowledge.

- Operational Management:

- Oversee day-to-day call center operations, ensuring smooth and efficient workflow.

- Manage call center technologies and software to ensure optimal performance.

- Customer Service Excellence:

- Handle escalated customer inquiries and complaints, providing timely and effective resolution.

- Foster a customer-centric culture within the call center team.

- Reporting and Analysis:

- Prepare regular reports on call center performance and present findings to senior management.

- Analyze data to identify trends, areas for improvement, and opportunities for growth.

Qualifications

- Education:

- Bachelor's degree in Business Administration, Management, or a related field.

- Experience:

- Proven experience as a Call Center Manager or in a similar leadership role.

- Strong understanding of call center operations and customer service principles.

- Skills:

- Excellent leadership and team management skills.

- Strong analytical and problem-solving abilities.

- Outstanding communication and interpersonal skills.

- Ability to multitask and manage time effectively in a fast-paced environment.

- Other Requirements:

- Proficiency in call center software and CRM systems.

- Ability to handle high-pressure situations with a calm and professional demeanor.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county , to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.