Call Center Manager

Ultimate Staffing • Phoenix, AZ

425d

About The Position

The Call Center Manager at Ultimate Staffing is responsible for overseeing the operations of the contact center, ensuring efficient service delivery and high customer satisfaction. This senior-level position requires strong leadership skills to manage a team and implement effective strategies to enhance performance and productivity.

Requirements

• Proven experience as a call center manager or in a similar managerial role.
• Strong understanding of call center operations and performance metrics.
• Excellent leadership and team management skills.
• Ability to analyze data and make informed decisions.
• Strong communication and interpersonal skills.

Nice To Haves

• Experience in the education sector or related fields.
• Familiarity with customer relationship management (CRM) software.

Responsibilities

• Oversee daily operations of the call center to ensure efficiency and effectiveness.
• Manage and mentor a team of call center representatives, providing guidance and support.
• Develop and implement strategies to improve customer service and satisfaction.
• Monitor key performance indicators (KPIs) and prepare reports for upper management.
• Conduct regular training sessions to enhance team skills and knowledge.
• Handle escalated customer issues and provide resolutions in a timely manner.
• Collaborate with other departments to align call center operations with company goals.

Benefits

• Health insurance
• 401k plan
• Paid time off
• Professional development opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed