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Call Center Manager

Louisville, KY, USA ● United States ● Virtual Req #10
Friday, January 12, 2024

We are looking for a dynamic Call Center Manager to lead and optimize operations at our facilities. Your primary responsibility is to manage a team of supervisors and their teams, ensuring high-quality performance and goal attainment. As a leader, you will play a key role in coaching, monitoring progress, and enforcing rules while maintaining a strong focus on achieving results and compliance.

 

Job Responsibilities

  • Manage a team of supervisors and call center agents effectively, conducting daily check-ins, and addressing employee concerns promptly.
  • Review client reports regularly to track progress and goal achievement.
  • Maintain high-quality assurance scores and address low-scoring calls through effective coaching.
  • Monitor call campaigns, ensuring strategy effectiveness and key performance indicators (KPIs) achievement.
  • Oversee inventory control, audit processes, and maintain accurate reporting on various metrics.
  • Escalate IT-related issues and manage ticket entries for support.
  • Conduct training sessions for agents as needed.
  • Keep the department manual updated with process changes.
  • Lead by example and uphold expectations for staff.
  • Other duties as assigned.
  • Language skills: Ability to read, analyze, and interpret business materials.
  • Mathematical skills: Advanced quantitative skills.
  • Reasoning ability: Effective problem-solving through critical and creative thinking.
  • Computer skills: Working knowledge of spreadsheet and word processing software.

Competencies

  • Strong communicator and motivator.
  • Leadership qualities with accountability.
  • Analytical skills, including interpreting client actuary reports and reviewing KPI stats.
  • Effective decision-maker in the best interest of the company and employees.

Qualifications

  • Bachelor’s Degree, Associate's Degree with 2 years of work experience, or High School Diploma/GED with 5 years of work experience.
  • Previous managerial experience with a team of over 10 reps.
  • Excellent communication and leadership skills.
  • Familiarity with senior living is a plus.
  • Strong organizational skills and attention to detail.
  • Ability to train employees when needed.

 

Other details

  • Pay Type Salary
  • Min Hiring Rate $68,000.00
  • Max Hiring Rate $78,000.00
Location on Google Maps
  • Louisville, KY, USA
  • United States
  • Virtual