Call Center Manager

Clean Air Task Force (CATF) is a nonprofit organization working to safeguard against the worst impacts of climate change by catalyzing the rapid global development and deployment of low-carbon energy and other climate-protecting technologies. This is accomplished through research and analysis, public advocacy leadership, and partnership with the private sector. CATF is highly respected for its deep expertise and research on energy and industrial systems and potential strategies, technologies, and policies that can radically shrink their impact on the planet's atmosphere. Our team of experts and advocates (and global network of subject matter experts and civil society partners) put this research and knowledge into action by designing and enacting public policies that drive toward zero emissions. We also support policies and work directly with private industry to innovate in technology to make the path to zero emissions swift and affordable. CATF has offices in Boston, Washington D.C., and Brussels, with staff working virtually around the world.

CATF Action, Inc. (CATF Action), a 501(c)(4) nonprofit organization and the counterpart of Clean Air Task Force, was established in 2019 with a mission to advance climate advocacy and political objectives in the United States by building coalitions, leading campaigns, and educating lawmakers on viable pathways to realizing a zero-emissions, high-energy society at an affordable cost. The organization supports federal and state policies that foster the innovation required to decarbonize the U.S. economy, improve air quality, and create prosperous pathways for communities engaged in the low- and zero-carbon transition.

ROLE

The Call Center Manager will be responsible for overseeing and managing the operations of the Clean Air Task Force call center. They will lead a team of call center agents and ensure the delivery of high-quality customer service and support. The Call Center Manager will develop and implement call center policies and procedures, monitor performance metrics, and continuously improve processes to enhance customer satisfaction and efficiency.

Requirements

Experience:

• Bachelor's degree in Business Administration, Communications, or a related field preferred.

• Proven experience as a Call Center Manager or similar role, with a strong understanding of call center operations and best practices.

• Excellent leadership and team management skills, with the ability to motivate and inspire a team of call center agents.

• In-depth knowledge of customer service principles and practices, with the ability to apply them to improve the customer experience.

• Strong problem-solving and decision-making skills, with the ability to handle challenging customer situations effectively.

• Excellent communication and interpersonal skills, with the ability to interact with customers and stakeholders at all levels.

• Experience with call center software and tools, such as CRM systems and call routing software.

• Proficient in using productivity tools and software, such as Microsoft Office.

• Ability to analyze data and generate reports to track call center performance and identify areas for improvement.

• Knowledge of environmental sustainability and climate change issues is a plus.

• Flexibility to work in a fast-paced environment and adapt quickly to changing priorities and demands.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Wellness Resources
• Stock Option Plan