Job Description
Team Leadership and Development
The Call Center Manager will be responsible for building and maintaining high-performing teams through:
Creating and implementing comprehensive training programs for new hires and existing staff to ensure consistent skill development across all three teams. This includes developing product knowledge, communication skills, and technical proficiency.
Conducting regular one-on-one coaching sessions with team leaders and agents to identify areas for improvement and create personalized development plans. These sessions should focus on both performance metrics and soft skills development.
Managing staff scheduling across all shifts to ensure optimal coverage while maintaining a work-life balance for team members. This involves creating contingency plans for high-volume periods and managing vacation schedules.
Performance Management
Role
The role requires a strong focus on target achievement by setting and monitoring individual, team, and departmental KPIs aligned with company objectives, including but not limited to:
Sales conversion rates
Revenue targets
Customer satisfaction scores
First call resolution rates
Average handling time
Service level agreements
Quality assurance scores
Developing and implementing performance improvement plans for underperforming team members, providing necessary support and resources for their success.
Creating daily, weekly, and monthly performance reports for senior management, including trend analysis and actionable recommendations for improvement.
Conducting regular team meetings to review performance metrics, share best practices, and maintain team motivation levels.
Quality Assurance and Process Improvement
Excellence In Operations Will Be Maintained Through
Establishing and maintaining quality monitoring programs across all three teams, ensuring consistency in service delivery and compliance with company standards.
Regularly reviewing and updating call center processes and procedures to improve efficiency and effectiveness. This includes standardizing best practices across teams while maintaining the unique requirements of each function.
Implementing and maintaining call monitoring systems to ensure adherence to scripts, compliance requirements, and quality standards.
Developing and maintaining standard operating procedures (SOPs) for all aspects of call center operations, ensuring they are regularly updated and communicated to all team members.
Education and Experience
Bachelor's degree in business administration, Management, or related field. Advanced degree preferred.
Minimum of 5 years of progressive experience in call center management, with at least 3 years in a senior leadership role.
Proven track record of managing multiple teams with different objectives (sales, service, support)
Technical Skills
Proficiency in call center management software and reporting tools.
Strong understanding of CRM systems and their application in call center operations.
Advanced Excel skills for data analysis and reporting.
Knowledge of workforce management and scheduling software.
