Position Summary
The Call Center Manager is responsible for leading and overseeing the daily operations of the Call Center. This role ensures high-quality customer service, operational efficiency, regulatory compliance, and achievement of performance goals. The Call Center Manager provides strong leadership to call center staff, promotes a culture of service excellence, and supports organizational objectives through effective team development and operational oversight.
Duties and Responsibilities
Manage daily Call Center operations and ensure regulatory compliance.
Hire, train, coach, and evaluate call center staff.
Monitor performance metrics (service levels, call volume, wait times, sales goals).
Oversee scheduling, staffing, payroll approvals, and workflow.
Resolve escalated call issues and report results to senior l...