Job Description
We seek a skilled call center manager who can lead our Customer Service Call Center. The call center manager will assist in establishing Call Center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to support customers better. The ideal candidate should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

To be a successful Call Center manager, you should be focused on improving Customer Service Agents’ performance and Call Center practices. The Call Centre Manager should be observant; detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Call Center Manager Responsibilities:

• Hiring, training, coaching, and leading Customer Service Agents as they provide support for
  customers.
• Answering Agent’s questions, guiding them through difficult calls or issues, diffusing angry
  customers, or handling issues that cannot be fielded by Agents.
• Leading team meetings, asking questions to better understand the call or enquiries Agents are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Assisting other management team members in identifying trends and establishing Call Center goals.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
• Taking on other tasks or projects to support employees, other managers, and call center operations.
• Setting KPIs together with management

Call Center Manager Requirements:

• Bachelor’s degree or equivalent.
• 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.
• Knowledge of management principles
• Strong coaching and leadership skills, ability to motivate employees.
• Decisiveness and attention to detail.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Polite, professional phone voice.