Intake Call Center Manager

Description

Reciprocity Industries, LLC is looking for a talented and enthusiastic Intake Call Center Manager to join our team. Reciprocity Industries offers competitive pay and benefits. 

Job Overview: 

The Intake Call Center Manager is responsible for managing the day-to-day operations of the call center, including supervision of call center staff. 

Supervisory Responsibilities:

• Actively participates in the hiring process for Call Center staff
• Provides direct supervision of Call Center Supervisors and staff

Responsibilities and Duties:

Please Note: This is not an all-inclusive document. Additional duties, expectations, demands, etc. may be added or changed to this document on an as-needed basis to meet organizational needs.   

• Oversee and manage the day-to-day operations of the call center, including the supervision of call center staff.
• Ensure that call center employees provide a high-quality service to clients and meet established performance metrics.
• Assist in creating and implementing policies and procedures for the call center to ensure that all staff members are following best practices.
• Analyze call center data and metrics to identify trends and areas for improvement, and then develop and implement strategies to address those areas.
• Train and coach call center staff to improve their performance and ensure that they are meeting their individual goals.
• Develop and train call center supervisors to effectively manage their teams and ensure that performance metrics are being met.
• Ensure that the team is complying with all relevant laws and regulations, including those related to privacy and data protection.
• Maintain accurate records and reports related to call center operations and performance.
• Communicate regularly with other departments within the organization to ensure that call center operations are aligned with overall business objectives.
• Create and maintain a positive work environment by promoting teamwork, communication, and collaboration among call center staff. 
• Performs other related duties as assigned.

Requirements

• You must be 18 years of age or older.
• Excellent written and verbal communication skills. 
• Strong supervisory and leadership skills.
• Extensive knowledge of the principles, procedures, and best practices in the industry. 
• Excellent organizational skills and attention to details. 
• Excellent analytical and problem-solving skills. 
• Strong presentation skills
• At least two years of experience in related field highly desired
• 3-5 years in leadership within a call center setting desired.