Call Center Manager Job Details Job Location 1180 Peachtree - Atlanta, GA Salary Range $70,000.00 Salary We are seeking a highly motivated and experienced Call Center Manager in our Midtown Atlanta market to oversee our customer service operations. The ideal candidate will be responsible for managing a team of call center agents, ensuring that customer service standards are met, and driving continuous improvement in service quality and efficiency. Key Responsibilities: + Team Leadership: + Manage and lead a team of call center agents, including hiring, training, and performance management. + Foster a positive work environment that promotes teamwork, high performance, and continuous learning. + Conduct regular team meetings and one-on-one coaching sessions to ensure agents are meeting performance goals. + Operations Management: + Oversee day-to-day call center operations, ensuring that service levels, KPIs, and targets are met. + Monitor call center metrics, including call volume, response time, and customer satisfaction, and implement strategies for improvement. + Develop and implement call center policies and procedures to ensure efficiency and consistency in service delivery. + Manage the scheduling and staffing to ensure adequate coverage during peak times. + Customer Service Excellence: + Ensure that all customer interactions are handled professionally and efficiently, with a focus on resolving issues on the first contact. + Handle escalated customer issues and complaints, providing solutions and ensuring customer satisfaction. + Continuously evaluate customer service processes and technologies, recommending improvements to enhance the customer experience. + Reporting and Analysis: + Prepare regular reports on call center performance, including detailed analysis of metrics and trends. + Present findings to senior management, providing recommendations for operational improvements. + Track and analyze customer feedback, identifying areas for improvement and implementing corrective actions. + Compliance and Quality Assurance: + Ensure that the call center operates in compliance with company policies, industry regulations, and legal requirements. + Implement and monitor quality assurance processes to ensure high standards of service are maintained. + Conduct regular audits of call center operations to ensure adherence to standards and protocols. Qualifications: + 5+ years of experience in a call center or customer service management role. + Strong leadership and team management skills. + Excellent communication and interpersonal skills. + Proven ability to analyze data and make data-driven decisions. + Experience with call center technology, including CRM systems and workforce management tools. + Ability to work in a fast-paced, dynamic environment and manage multiple priorities. + Strong problem-solving skills and the ability to handle challenging customer situations effectively.