Call Center Manager

Harbor Wholesale • Lacey, WA

1d • Onsite

About The Position

The onsite Harbor Call Center Manager is a dynamic position with a proven track record of leading high-performing teams and delivering an exceptional customer experience in a heavy Call Center office environment in Lacey, WA. The Call Center Manager will need to be passionate about building customer-centric cultures, fostering excellence in customer service team engagement, and continuously improving service quality to exceed expectations. Requirements include being adept at developing and implementing strategic initiatives that enhance customer satisfaction, streamline operations, and drive business growth. This is an onsite role requiring a hands-on in the office leadership style, data-driven decision making, and an unwavering commitment to providing outstanding service at every customer touchpoint.

Requirements

• Prior experience managing Call Center VoIP systems, including 8x8 or other enterprise call relay systems for call handling, routing, and system administration will be preferred.
• Experienced with ticketing systems such as Microsoft Tikit and Teamwork Desk, MS Teams, for issue tracking and customer support.
• Skilled in Microsoft Office Suite (Outlook, Word, Excel, Teams, PowerPoint) for communication, documentation, and collaboration.
• Strong organizational skills with a proven ability to manage tasks, prioritize workloads, and maintain detailed records in fast-paced environments.
• Demonstrated, recent experience leading a team in a high volume customer service environment.
• Bachelor’s degree preferred; equivalent combination of education and relevant work experience accepted
• 5–7 years of experience managing teams in a call center or customer service environment.
• Demonstrated experience managing remote employees, including performance oversight and engagement strategies
• Proven track record of meeting performance metrics and driving operational improvements
• Experience with workforce management, performance coaching, and process optimization in a high-volume setting.
• Outstanding communication skills both verbal and written; friendly and approachable demeanor to all customers, leading the CS team by example in both external and internal communication environments.
• ability to lift 10-50lbs

Responsibilities

• Drive performance by monitoring and managing key call center KPIs to ensure service excellence and operational efficiency.
• Lead, coach, and develop a high-performing customer service team which is done through call center activity and engagerment.
• Conduct regular one-on-one meetings to deliver performance feedback, set goals, and support career development.
• Analyze call metrics and performance data to identify trends, performance gaps, and opportunities for continuous improvement.
• Manage workforce planning and scheduling to maintain optimal service levels and coverage.
• Resolve complex customer escalations promptly and professionally, ensuring alignment with company policies and values.
• Champion onboarding and ongoing training initiatives to equip staff with the tools and knowledge needed for success.
• Promote a positive, customer-centric team culture in alignment with Harbor’s core values: Friendly, Motivated, Resourceful, and Genuine.
• Ensure quality assurance by reviewing customer interactions and support tickets, providing actionable performance feedback.
• Understands, believes in, and makes judgments supporting Harbor’s Mission and Values.
• Collaborate across departments (IT, HR, Operations, Procurement, etc.) to identify and implement operational improvements that drive service efficiency and customer satisfaction.
• May have limited weekend involvement as needed 10%

Benefits

• Harbor offers a full line of benefits including medical, dental, vision, life and disability insurance
• 401k retirement program with company match
• vacation, sick time, personal day, and company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager