Call Center Manager

Duties and Responsibilities:

• Devise ways to optimize procedures that employees are expected to follow during and between calls;

• Prepare monthly and annual progress and status reports, and employee performance evaluations;

• Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls;

• Increase productivity representatives alike (coach, hold accountable and recognize/reward on KPIs);

• Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives;

• Assist in developing and implementing future contact center vision and strategy;

• Reviews trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made;

• Continuously monitor call center dashboard and assign calls and agents as needed, maintain flow;

• Review quality performance measurements and provide input to for coaching performance/action plans as applicable;

• Ensures that all complaints are resolved in a timely manner;

• Other duties as assigned.

Education and Experience:

• Bachelor’s degree preferred

• A minimum of 5+ years of customer service experience in a call-based environment

• Proven experience as call center supervisor

• Insurance claims is a plus

Required Skills and Abilities:

• Excellent verbal and written communication skills.

• Excellent organizational and leadership skills

• Excellent interpersonal skills.

• Excellent conflict resolution skills.

• Excellent time management skills with a proven ability to meet deadlines.

• Outstanding communication and negotiation abilities.

• Ability to work under pressure and in a high paced environment.

• Proficient with Microsoft Office Suite or related software.