Call Center Manager

Service Specialists is seeking an experienced and dynamic Call Center Manager for a successful company based in Madison, MS. This individual will oversee our call center operations and will be responsible for managing daily activities, leading a team of customer service representatives, and ensuring exceptional service delivery. This role requires strong leadership skills, a customer-centric mindset, and the ability to drive performance in a fast-paced environment.Key Responsibilities:Operational Management: Develop and implement objectives for daily call center operations to achieve high efficiency and cost-effectiveness.Team Leadership: Recruit, train, and supervise call center staff, fostering a positive and productive work environment.Performance Monitoring: Utilize key metrics to evaluate agent performance, providing regular feedback and coaching to ensure service standards are met.Customer Service Excellence: Address escalated customer issues promptly and effectively, ensuring high levels of customer satisfaction.Process Improvement: Analyze call center data to identify trends and areas for improvement, implementing strategies to enhance service quality and operational efficiency.Budget Management: Oversee budgeting and financial performance, ensuring operations align with financial objectives.Compliance and Reporting: Ensure adherence to company policies and industry regulations, preparing and presenting regular reports to senior management.Qualifications:Proven experience as a Call Center Manager or in a similar leadership role within a call center environment.Strong understanding of call center metrics and performance evaluation techniques.Excellent communication and interpersonal skills.Proficiency in call center software and MS Office applications.Strong problem-solving abilities and a customer-focused approach.Bachelor's degree in Business Administration or a related field is preferred.Salary: Starting at $70k+ DOE.

Created: 2025-02-24