Call Center Manager

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:

• Bachelor's (Preferred)

Experience:

• Call center management: 5 years (Required)
• Call center: 10 years (Required)
• Healthcare industry: 3 years (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location