Manager, Call Center

One•Knoxville, TN

3d•Onsite

About The Position

The Call Center Department Manager leads day-to-day operations while driving strategic improvements across customer experience, operational efficiency, and team performance. This role is accountable for service delivery outcomes, including KPI achievement and cross-functional collaboration, ensuring the organization delivers high-quality, cost-effective, and scalable support. This leader is an experienced call center manager, responsible for supervising daily operations and employees, while also identifying and implementing operational improvements and owning key initiatives and projects. Success in this role requires strong organization, reliability, and a results-driven mindset. The Call Center Manager must demonstrate strong problem-solving capabilities, with the ability to identify, document, and resolve issues in real time. Equally important is the ability to foster a positive, high-performing team culture and build effective partnerships across the business. This role requires excellent call center acumen, communication skills, problem resolution expertise, and project management capabilities.

Requirements

Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills
Strong coaching and leadership skills, ability to motivate employees
Build and maintain a positive culture within the call center to attract and retain high-quality team members
Proficiency with technology software, including CRMs and phone systems
Strong Analytical and problem-solving skills with a focus on data driven decision making
Degree in Business, Communications, or commensurate experience
Minimum 2 years of call center management experience
Proven ability to lead and develop high-performing teams
Thorough knowledge of Windows, including Excel and Word, required

Nice To Haves

Insurance experience is preferred
People First Mindset
Problem Solver
Collaborator
Self-starter
Demonstrates Ethical Behavior
Strong Drive
Team Player
Supportive & Adaptable to Change
Exudes a commitment to Personal & Professional Development

Responsibilities

Support a team of customer service professionals in all day-to-day responsibilities, including outbound calls, emails and following up on cases.
Coach call center staff through performance challenges
Analyze call center data, root cause analysis, product performance and prepare reports for upper management.
Evaluate staff and process effectiveness and performance.
Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed
Lead team, project and process meetings
Prepare work schedules, process flow documentation, meeting notes, and project plans
Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners.
Minor facility operation and administrative tasks