Call Center Manager

Position Summary: 

Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to day and monthly activities

 

Essential Duties and Responsibilities:

• Responsible for a team of 6-12 Call Center Agents

• Oversee daily call center operations to ensure efficiency and high-quality customer service.
• Monitor employee performance, productivity, and attendance.
• Coach, mentor, and develop Senior Reps and customer service representatives.
• Establish performance goals and ensure key metrics are achieved, such as service level, call quality, conversion rates, and student satisfaction.
• Handle escalated campus concerns and resolve complex issues professionally.
• Analyze reports and call center data to identify trends, opportunities, and areas for improvement.
• Develop and implement processes to improve workflow, customer experience, and operational efficiency.
• Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
• Assist with recruiting, hiring, onboarding, and training new employees.
• Ensure compliance with company policies, procedures, and industry regulations.
• Collaborate with other departments to support organizational goals and improve communication.
• Manage scheduling and staffing to maintain appropriate coverage levels.
• Create and maintain a positive, motivated, and high-performing work environment.
• Monitor quality assurance standards and implement corrective action plans when needed.
• Support employee engagement, retention, and career development initiatives.
• Prepare operational reports and present updates to senior leadership.
• Drive continuous improvement initiatives through feedback, technology, and process optimization.
• Other duties as assigned
• Regular and reliable attendance

 

Skills/Competencies/Qualifications:

• 3+ years Call Center experience
• 3+ years management experience
• High School Diploma or GED
• Ability to analyze and interpret data
• Ability to meet deadlines amid continually changing priorities

Classification:  Exempt

 

Travel:  None

 

Work Hours: Forty per week, but may vary daily, and some evening and weekend hours may be required