Job Description

Job title: Call Center Manager

Summary
The Call Center Manager will focus their attention on driving efficiency and effectiveness with 35+ person team of in-house call center agents and a 3rd party call-handling team. The Call Center Manager is responsible for the call center's 24/7 operation and performance and will lead the transformation of our call center into a high-performing, sales driven team. The role will focus on building a culture of excellence, driving sales performance through inbound/outbound calls, and ensuring exceptional customer service. The Call Center Manager will be responsible for implementing sales training programs, strengthening leadership capabilities of Team Leads, and fostering a positive, high-morale environment that reduces turnover and enhances employee engagement.

Essential Functions

• Transition the call center into a sales-focused operation with inbound/outbound call initiatives aimed at promoting and selling our services.
• Meet and exceed Operational KPIs such as Sales Conversion Rates, Service Levels, Occupancy, Abandonment Rate, First Call Resolution, ASA, and other traditional call center KPIs.
• Identify opportunities for improvement and implement solutions.
• Develop and execute sales strategies to meet and exceed team and individual performance.
• Design and implement ongoing sales training programs, script, and role playing to expand CSRs knowledge of our offerings and improve their ability to sell effectively.
• Ensure Team Leads are equipped to train, coach and support CSRs with a focus on coaching, role-playing, and real time feedback sessions

Qualifications

• Minimum 5+ years of management experience in a call center environment focused on customer experience is required.
• Candidates must have expertise in both inbound and outbound call strategies, including developing and implementing sales initiatives and scripting to drive performance.
• Ability to foster a culture of accountability, teamwork, and continuous improvement.
• Highly developed oral, written, and interpersonal communication skills with a demonstrated ability to work with all levels of management and team members.
• Proven ability to motivate, coach and develop people in a team-based environment.
• Work hours are Monday to Sunday, with shifts between the hours of 7:00 am and 9:00 pm

Compensation / Pay Rate (Up to): $85,000.00 - $95,000.00 Per Year PrideStaff

Job Tags

Shift work, Sunday,

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