Call Center Manager

TalentLNX, a leading human capital solutions firm, is seeking a dedicated and result-driven individual to join our team as a Call Center Manager. As a Call Center Manager, you will be responsible for overseeing and managing the daily operations of our call center, ensuring that our clients receive exceptional service and support. With a focus on providing efficient and effective customer interactions, you will play a crucial role in maintaining our high standards of excellence and driving the success of our organization.

In this role, you will be responsible for leading a team of call center representatives, monitoring their performance, and providing feedback and training to help optimize their performance and productivity. You will also be responsible for implementing and maintaining call center equipment, software, and systems to ensure smooth operations.

We are looking for someone with a strong background in call center management, excellent communication and leadership skills, and a passion for delivering exceptional customer service. If you thrive in a fast-paced environment and have a keen eye for detail, this is a great opportunity to join a dynamic and growing organization in the accounting industry.

Responsibilities

• Manage and oversee all aspects of the call center operations
• Develop and implement strategies to improve call center performance and customer satisfaction
• Monitor call center metrics and KPIs to identify areas for improvement and implement solutions
• Provide coaching, feedback, and training to call center representatives to optimize their performance
• Develop and maintain call center policies and procedures to ensure consistency and efficiency
• Ensure compliance with all relevant regulations and guidelines
• Collaborate with other departments to resolve escalated customer issues

Requirements

• Bachelor's degree in business administration or a related field
• Proven experience in call center management
• Strong leadership and team-building skills
• Excellent communication and interpersonal skills
• Proficiency in call center software and systems
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced and dynamic environment
• Strong attention to detail and organizational skills

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home
• Wellness Resources