Call Center Manager jobs in the United States

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Call Center Manager (Overnight)
  • Call the Car
  • Diamond, CA FULL_TIME
  • BASIC JOB PURPOSE: The Call Center Manager is responsible for managing and directing all aspects of an inbound call center; implementing and reviewing contact center procedures and policies to serve the customers by delivering a high standard, efficient customer service. This position will work closely with other managers to strategize on new and existing projects and to act as a liaison with different departments to collect information and resolve issues.

    SUPERVISION RECEIVED: Reports directly to the VP of Contracting

    TYPICAL WORKING CONDITIONS: Office environment. May require evening and/or weekend work. Working under stress. The position requires long periods of sitting, standing, kneeling, bending, and lifting at least 25 lbs.

    RESPONSIBILITIES/DUTIES:

    1. Manage daily call center activities to ensure a culture of professionalism, discipline and accountability.

    2. Monitors call queues to maintain and average speed of answer of 30 seconds or below and a shift abandonment rate of 3% or below.

    3. Develop effective call scripts for various clients to optimize call center productivity and minimize errors while meeting client requirements.

    4. Develop, implement and maintain performance metrics to ensure call center resources are meeting productivity objectives.

    5. Design, implement and maintain quality assurance processes to ensure agents maintain a high level of professionalism and customer service on the phone.

    6. Ensure all scheduling information and call notes are consistently and accurately maintained in the system.

    7. Managing, supervising, and coordinating the activities of call center professionals in providing telephone customer related services.

    8. Liaising with team leaders, supervisors, third parties, and operatives to collect information and resolve issues.

    9. Setting up and meeting performance goals and targets for speed, efficiency, and quality.

    10. Recording statistics, performance levels and user rates of the call center and preparing reports.

    11. Planning and maintaining staffing model based on business needs.

    12. Motivating, coaching, and retaining staff.

    13. Handling escalated customer inquiries or complaints.

    PERFORMANCE REQUIREMENTS

    **Must be available to work Monday-Friday, 4:00am-1:00pm**

    Knowledge, skills and abilities:

    1. Must pass a Criminal Background Screening.

    2. Must pass a Drug Screen.

    3. Must pass government exclusion list at time of hire and monthly thereafter.

    4. Bachelor’s degree preferred.

    5. Two (2) years of previous experience in Call Center leadership role.

    6. Healthcare experience a plus, but not required.

    7. Familiarity with various PC & Mac Applications and software programs including but not limited to ADP, Microsoft Office (Word, Excel, Outlook, etc.), and SharePoint

    8. Experience with Avaya Call Center Solutions a plus.

    9. Excellent customer service skills.

    10. Ability to prioritize, multi-task and adapt to a fast-paced team-oriented environment.

    11. Ability to assist with training and training development

    12. Take high volume of inbound calls.

    13. Make high volume of outbound calls.

    14. Has attention to detail, planning and organizing.

    15. Availability to work any hours Weekdays, Weekends, Holidays.

    Job Type: Full-time

    Benefits:

    • Dental insurance
    • Health insurance
    • Paid time off
    • Vision insurance

    Schedule:

    • 8 hour shift
    • Holidays
    • Monday to Friday
    • Overtime
    • Weekends as needed

    Ability to Relocate:

    • Diamond Bar, CA 91765: Relocate before starting work (Preferred)

    Work Location: In person

  • 1 Month Ago

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Call Center Representative
  • Enterprise Call Center
  • Tuscaloosa, AL FULL_TIME
  • Company DescriptionWe recruit, train, and manage customer service representatives to represent global brands in customer care, technical support, and sales. Our reps provide professional customer care...
  • 14 Days Ago

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Call Center Agent
  • Enterprise Call Center
  • Hattiesburg, MS FULL_TIME
  • Company DescriptionWe recruit, train, and manage customer service representatives to represent global brands in customer care, technical support, and sales. Our reps provide professional customer care...
  • 17 Days Ago

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Evening Call Center Agent
  • Call Center Group
  • Festus, MO FULL_TIME
  • Are you ready to kickstart your career or make some extra money? Join our team as an Evening Call Center Agent at our vibrant BRAND NEW office in Festus! No experience necessary – we provide thorough ...
  • 1 Day Ago

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Call Center Specialist
  • Enterprise Call Center
  • Philadelphia, PA FULL_TIME
  • Company DescriptionWe recruit, train, and manage customer service representatives to represent global brands in customer care, technical support, and sales. Our reps provide professional customer care...
  • 1 Day Ago

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Call Center Representative
  • Enterprise Call Center
  • Allentown, PA FULL_TIME
  • Company DescriptionWe recruit, train, and manage customer service representatives to represent global brands in customer care, technical support, and sales. Our reps provide professional customer care...
  • 1 Day Ago

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Call Center Supervisor
  • Cherokee Nation Businesses
  • Washington, DC
  • Job Description Call Center Supervisor Join our team as a Contact Center Supervisor to provide efficient, effective, and...
  • 7/23/2024 12:00:00 AM

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Receptionist-Medical
  • Fairfax Colon and Recta
  • Leesburg, VA
  • Job Description Job Description Since 1984, Fairfax Colon & Rectal Surgical Center (FCRS) has evolved into the largest s...
  • 7/23/2024 12:00:00 AM

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EXECUTIVE ASSISTANT FOR STRATEGIC INITIATIVES
  • Relational Recovery Institute
  • Leesburg, VA
  • Job Description Job Description EXECUTIVE ASSISTANT FOR STRATEGIC INITIATIVES $75K full-time salaried position. Includes...
  • 7/23/2024 12:00:00 AM

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Contact Center Manager
  • Epsilon, Inc.
  • Alexandria, VA
  • Contact Center Manager Who is Epsilon: Epsilon is an IT Services company that was founded in 2009 and has become an esta...
  • 7/22/2024 12:00:00 AM

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Call Center Operator (Full-Time & Part Time)
  • cFocus Software Incorporated
  • Bethesda, MD
  • cFocus Software is seeking multiple Call Center Operators in Bethesda, MD: Job Summary cFcous Software Inc. is seeking C...
  • 7/21/2024 12:00:00 AM

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Project Assistant -ITG
  • Telos Corporation
  • Ashburn, VA
  • The most security-conscious organizations trust Telos Corporation to protect their vital IT assets. The reputation of ou...
  • 7/21/2024 12:00:00 AM

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Quality Assurance Specialist (Call Team)
  • Serco North America
  • Herndon, VA
  • Position Description : Looking for a career where you can make a difference every day? The Call Team Quality Assurance S...
  • 7/19/2024 12:00:00 AM

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Management and Program Assistant
  • Federal Aviation Administration
  • Leesburg, VA
  • Summary Position is a Management and Program Assistant within ATO, Air Traffic Services. Assignments will support manage...
  • 7/19/2024 12:00:00 AM

Income Estimation for Call Center Manager jobs
$52,291 to $77,222