Call Center Manager

The Call Center Manager is responsible for overseeing the daily operation of our call center. Ensuring customer service excellence is delivered by training and guiding a team of customer service representatives. Focused on resolving customer complaints, monitoring and evaluating agent performance, maintaining up-to-date knowledge of products and services and verifying all customer service representatives are performing their responsibilities as expected.

Supervisory Responsibilities: 5-10 direct reports

Shift: Wednesday – Sunday, 10 a.m. – 7 p.m. Central

Duties/Responsibilities:

• Responsible for the day-to-day supervision of a group of remote call center associates including work and attendance monitoring of the 16-hour support shift
• Effectively coach and guide direct reports on their performance on a regular basis to ensure performance metrics are achieved
• Identify performance related issues, develop an action plan for improvement
• Ensure service delivered to our clients’ customers meets high-level customer service expectations or objectives as outlined by our contractual expectations
• Communicate expectations to employees and provide timely updates
• Provide subject matter expertise in handling escalated customer calls as needed
• Conduct Team Meetings, one-on-one meetings, and write performance reviews to ensure communication of relevant information and create an open forum for learning and development.
• Participate in the recruitment process to hire and train Customer Service Representatives
• Monitor and improve call center processes for enhanced customer satisfaction
• Proactively communicate internally and externally to keep all key stakeholders updated on program progress and performance.
• Lead the establishment of productive customer service policies, workflows and team optimization across both US and global teams to ensure efficiency and that goals and SLAs are met.
• Prepare reports for clients, client partnership, and department leadership on call center performance.
• Maintain SOPs, clarification & exception trackers, and other related training materials.
• Support the implementation of department-wide initiatives.
• Able to flex up or down in job responsibilities as needed.

Required Skills/Abilities:

• Excellent leadership and managerial skills.
• Strong communication and interpersonal skills.
• Ability to motivate and inspire team members.
• Proficient in call center software and technology. Experience with Zendesk is a plus.
• Analytical skills to assess data and performance metrics.
• Problem-solving skills to address customer issues and operational challenges.

Education And Experience:

• Bachelor’s degree in business administration or related field preferred.
• 5 years’ experience as an inbound call center manager
• 1 – 3 years supervisory experience.
• Extensive knowledge of call center processes.
• Experience in customer service or support roles.
• Remote work experience preferred and a demonstrated ability to work independently

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Travel to the Ansira office or to the client’s location may be required.