Shared Services Call Center Manager

CherryRoad Tech Inc • Hutchinson, KS

5h • Hybrid

About The Position

The Shared Services Call Center Manager will lead and oversee the operations of a centralized call center that supports multiple business units within the newspaper/publishing industry. This role is pivotal in ensuring exceptional customer service delivery, operational efficiency, and alignment with organizational goals across shared service functions. The manager will be responsible for developing and implementing strategies that optimize call center performance, enhance employee engagement, and drive continuous improvement initiatives. They will collaborate closely with cross-functional teams to integrate call center activities with broader business objectives, ensuring seamless service delivery. Ultimately, this position aims to create a high-performing call center environment that consistently meets or exceeds service level agreements and customer satisfaction targets.

Requirements

• Strong leadership, coaching, and conflict-resolution skills
• Excellent verbal, written, and interpersonal communication skills
• Excellent leadership, communication, and interpersonal skills which are essential for motivating teams, resolving conflicts, and fostering a positive work environment.
• Proven track record of leading successful teams to meeting or exceeding performance metrics and service level agreements.
• Bachelor’s degree in Business Administration, Management, or a related field, or commensurate and relatable professional experience.
• 5+ years of call center or customer service management experience
• Management experience in a professional environment, call center operations experience preferred.

Nice To Haves

• Knowledge of call center technologies, workforce management tools, and CRM systems desirable.
• Experience in the newspaper, media, publishing, or subscription-based industry preferred
• Knowledge of circulation, billing, or digital subscription support operations preferred

Responsibilities

• Manage day-to-day operations of the shared services call center, including staffing, scheduling, and workflow management to meet service level agreements.
• Develop and implement policies, procedures, and best practices to improve call center efficiency and customer experience.
• Monitor key performance indicators (KPIs) and generate regular reports to assess team performance and identify areas for improvement.
• Lead, coach, and mentor call center agents to foster a culture of continuous learning and professional development.
• Collaborate with internal stakeholders to align call center services with business needs and support cross-departmental initiatives.
• Oversee the recruitment, training, and onboarding of new call center staff to ensure a skilled and motivated workforce.
• Address escalated customer issues and implement corrective actions to resolve service challenges promptly.

Benefits

• CherryRoad offers a comprehensive benefits package for full-time employees that includes health insurance (medical, dental, and vision, paid time off, paid sick time, paid holidays, and a 401(k) retirement plan with employer contributions.
• Part-time employees are eligible for paid sick time and the 401(k) plan.

What This Job Offers

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