We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality. The Call Center Manager will assist in establishing call centre objectives, provide representatives with opportunities to expand their kinowledge of services, products and troubleshooting techniques, analyze call cedntre data, and focus on improving performance and processes in an effort to better support customers. You should have exceptional communication, interpersonal and custgomer service skills, as well as comprehensive knowledge of company policies and offerings.

Responsibilities:

• Hiring, training, coaching and leading call center representatives as they provide support for customers.


• Answering representative's questions, guiding them through difficult calls or issues, diffusing angry customers or handling issues that cannot be fielded by representatives


• Leading team meetings asking questins to better understand the calls representatives are receiving, education and coach workers regarding processes and practices and explain expectations to employees.


• Assisting other management team members in identifying trends and establishing call center goals.


• Ensuring staff members are achieving desired service levels and taking corrective action as needed.


• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated and maximize efficiency and customer satisfaction.


• Taking on other tasks or projects to support employees other managers and call center operations.