Target Salary $90k-$110k based on experience
We are looking for a skilled Call center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will ensure that technology is utilized to a maximum and that staff are well-organized and productive. An excellent call center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center manager, you must have excellent customer service and communication skills. The goal is to do everything possible to attain goals and achieve great results for our company.
Responsibilities
- Develop objectives for the call center’s day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
- Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
- Assume responsibility of budgeting and tracking expenses
- Hire, coach and provide training to personnel to maintain high customer service standards
- Monitor and improve ordering, telephone handling and other procedures
- Evaluate performance with key metrics (accuracy, call-waiting time etc.)
- Prepare reports for different departments or upper management
Skills
- Proven experience as call center manager or similar position (5+ years)
- Experience in customer service is required (10+ years)
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting and budgeting procedures
- Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills with a problem-solving ability
- Positive and patient
- Bachelor's degree highly desired
- Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus
- Previous experience managing 20+ employees
- Healthcare industry experience highly desired
Job Type: Full-time
Pay: $90,000.00 - $110,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
Ability to commute/relocate:
- San Francisco, CA 94108: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- How many call center employees have you managed (at one time)?
Education:
Experience:
- Call center management: 5 years (Required)
- Call center: 10 years (Required)
- Healthcare industry: 3 years (Preferred)
Work Location:
Work Remotely:
Work Location: One location