We are seeking an experienced and proactive Call Center Representative (Manager Level) to lead the daily operations of our call center team and ensure the delivery of exceptional customer service. This role involves managing staff, optimizing workflows, monitoring performance, and implementing strategies that support both team development and service quality. The ideal candidate will be a strong leader with a customer-first mindset, capable of balancing operational efficiency with a positive team culture.
Team Leadership & Development:
Manage and coach a team of call center agents, ensuring high levels of performance and morale.
Conduct regular performance evaluations, provide feedback, and support professional development.
Operational Oversight:
Supervise day-to-day call center operations including scheduling, call routing, and task delegation.
Ensure adherence to service level agreements (SLAs), compliance standards, and customer satisfaction goals.
Performance Monitoring & Reporting:
Track team KPIs such as call handling time, resolution rates, and CSAT.
Analyze trends and prepare reports to inform senior leadership and guide strategic decisions.
Process Improvement:
Identify inefficiencies and propose operational or procedural enhancements to improve service quality and productivity.
Collaborate with quality assurance and training teams to standardize call handling procedures.
Customer Escalation Management:
Handle high-priority or escalated customer issues with professionalism and urgency.
Support frontline agents in resolving complex cases and maintaining customer trust.
Administrative Responsibilities:
Maintain staffing schedules, handle attendance, and ensure compliance with company policies.
Assist in budgeting, resource planning, and technology/tool evaluations for the call center.
Bachelor’s degree in Business Administration, Communications, or a related field
5+ years of experience in a call center environment, including at least 2 years in a leadership or supervisory role
Strong knowledge of CRM and call center platforms (e.g., Zendesk, Salesforce, Genesys)
Proven experience in managing teams, resolving conflicts, and driving performance
Excellent leadership and people management skills
Strong communication and problem-solving abilities
Analytical mindset with the ability to interpret data and make decisions
High attention to service quality, efficiency, and customer satisfaction
Organized, adaptable, and capable of working in a fast-paced environment