Soni Family Practice-posted 8 days ago
Full-time • Manager
Clermont, FL

We are seeking a highly organized and motivated Call Center Manager with strong supervisory skills to lead and optimize our customer support operations. This role requires a hands-on leader who can manage day-to-day activities, support a team of agents, implement efficient processes, and ensure exceptional service delivery. The ideal candidate will bring a mix of strategic thinking, team development, and operational excellence.

  • Oversee daily call center operations, including inbound and outbound call flow, performance metrics, and customer satisfaction.
  • Manage, mentor, and support a team of frontline agents.
  • Monitor and analyze key performance indicators (KPIs) to identify areas of improvement and implement corrective action plans.
  • Develop and implement effective training, coaching, and feedback strategies to enhance team performance.
  • Ensure call center meets or exceeds service level agreements (SLAs) and quality standards.
  • Handle escalated customer issues and resolve complex problems with professionalism and efficiency.
  • Collaborate with senior leadership to align call center goals with company objectives.
  • Optimize scheduling, workforce planning, and resource allocation for maximum efficiency.
  • Maintain and update standard operating procedures (SOPs) and call scripts.
  • Implement and manage call center technologies and reporting tools.
  • Foster a positive and high-performance team culture.
  • Prior experience in Communications, or a related field (or equivalent experience).
  • Minimum of 3–5 years of experience in call center management, with proven supervisory or team leadership experience.
  • Strong knowledge of call center operations, metrics, and technologies.
  • Excellent leadership, coaching, and team-building skills.
  • Exceptional communication, conflict resolution, and problem-solving abilities.
  • Ability to thrive in a fast-paced, result-driven environment.
  • Bilingual (English/Spanish or English/French) is a plus.
  • Experience in the healthcare industry is preferred but not required.
  • Experience with RingCentral is a plus but not required.
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