Call Center Manager

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Company Overview Our client, leader in the industrial equipment industry with more than 50 years of establishment in Puerto Rico and LATAM.
You are looking for a Call Center Manager Job Summary The Call Center Manager is responsible for overseeing and managing the day-to-day operations of the call center, ensuring that customer service standards are consistently met, and that the team operates efficiently.
The role involves managing call center staff, optimizing performance, handling customer escalations, and driving initiatives that improve the customer experience and operational efficiency.
Responsibilities and Duties Team Management & Leadership: Recruit, hire, train, and onboard call center agents.
Provide ongoing coaching, mentorship, and performance feedback to agents and supervisors.
Develop and lead a high-performing, motivated team focused on delivering excellent customer service.
Set clear performance expectations and monitor individual and team performance metrics.
Conduct regular team meetings to communicate company goals, updates, and best practices.
Customer Service & Escalation Management : Ensure that the call center meets customer service standards, including response times, resolution rates, and customer satisfaction.
Handle complex or escalated customer issues and complaints professionally and effectively.
Work to resolve issues in a timely manner, ensuring customers' needs are met while maintaining positive relationships.
Performance Monitoring & Reporting: Monitor key performance indicators (KPIs) for call center operations such as call volume, average handle time, first call resolution, and customer satisfaction scores.
Prepare and present regular reports on team performance, customer satisfaction, and other relevant metrics to senior management.
Identify trends, challenges, and areas of improvement through data analysis and feedback.
Process Improvement & Optimization : Continuously assess and improve call center processes, workflows, and technologies to increase efficiency and enhance customer satisfaction.
Develop and implement strategies to improve agent performance, reduce call handling times, and optimize the customer experience.
Ensure agents have the necessary resources, training, and support to meet customer expectations and company objectives.
Training & Development : Identify skill gaps and training needs within the team, providing training sessions, workshops, and resources for professional development.
Maintain up-to-date knowledge of products, services, and industry trends to ensure agents are well-equipped to assist customers.
Promote a culture of continuous improvement and learning within the team.
Scheduling & Staffing: Oversee staffing levels, ensuring adequate coverage for call center operations based on demand forecasts.
Manage agent schedules, ensuring adherence to breaks, shifts, and service level agreements (SLAs).
Monitor attendance, manage absenteeism, and ensure staff morale is high.
Compliance & Quality Assurance: Ensure compliance with all relevant regulations, policies, and procedures within the call center.
Implement and maintain quality assurance programs to evaluate and improve agent performance and the overall customer experience.
Conduct call reviews and provide actionable feedback to agents to maintain high standards of service.
Technology & Tools Management : Oversee the use and performance of call center software, CRM tools, and other technologies.
Collaborate with IT and other departments to troubleshoot technical issues and ensure the call center tools are optimized.
Explore and implement new technologies to improve efficiency, automation, and customer interaction.
Team Management & Leadership : Recruit, hire, train, and onboard call center agents.
Provide ongoing coaching, mentorship, and performance feedback to agents and supervisors.
Develop and lead a high-performing, motivated team focused on delivering excellent customer service.
Set clear performance expectations and monitor individual and team performance metrics.
Conduct regular team meetings to communicate company goals, updates, and best practices.
Customer Service & Escalation Management: Ensure that the call center meets customer service standards, including response times, resolution rates, and customer satisfaction.
Handle complex or escalated customer issues and complaints professionally and effectively.
Work to resolve issues in a timely manner, ensuring customers' needs are met while maintaining positive relationships.
Performance Monitoring & Reporting: Monitor key performance indicators (KPIs) for call center operations such as call volume, average handle time, first call resolution, and customer satisfaction scores.
Prepare and present regular reports on team performance, customer satisfaction, and other relevant metrics to senior management.
Identify trends, challenges, and areas of improvement through data analysis and feedback.
Process Improvement & Optimization: Continuously assess and improve call center processes, workflows, and technologies to increase efficiency and enhance customer satisfaction.
Develop and implement strategies to improve agent performance, reduce call handling times, and optimize the customer experience.
Ensure agents have the necessary resources, training, and support to meet customer expectations and company objectives.
Training & Development: Identify skill gaps and training needs within the team, providing training sessions, workshops, and resources for professional development.
Maintain up-to-date knowledge of products, services, and industry trends to ensure agents are well-equipped to assist customers.
Promote a culture of continuous improvement and learning within the team.
Scheduling & Staffing: Oversee staffing levels, ensuring adequate coverage for call center operations based on demand forecasts.
Manage agent schedules, ensuring adherence to breaks, shifts, and service level agreements (SLAs).
Monitor attendance, manage absenteeism, and ensure staff morale is high.
Compliance & Quality Assurance : Ensure compliance with all relevant regulations, policies, and procedures within the call center.
Implement and maintain quality assurance programs to evaluate and improve agent performance and the overall customer experience.
Conduct call reviews and provide actionable feedback to agents to maintain high standards of service.
Technology & Tools Management: Oversee the use and performance of call center software, CRM tools, and other technologies.
Collaborate with IT and other departments to troubleshoot technical issues and ensure the call center tools are optimized.
Explore and implement new technologies to improve efficiency, automation, and customer interaction.
Education: Bachelor's degree in Business, Management, or a related field.
Relevant certifications (e.g., Call Center Management) are a plus.
Experience: 8+ years of experience in call center operations, with at least 4-5 years in a leadership or management role.
Strong leadership and team management skills with the ability to motivate and inspire others.
Excellent communication and interpersonal skills, both with customers and team members.
In-depth knowledge of call center metrics, performance management, and customer service best practices.
Ability to analyze data, identify trends, and drive actionable improvements.
Proficient in using call center management software, CRM systems, and Microsoft Office tools (Excel, Word, etc.).
Problem-solving and conflict resolution skills.
Knowledge of relevant industry regulations and compliance standards.
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