Hometown
Call Center Manager
We are seeking a highly skilled and results-driven Call Center Manager to lead daily operations and drive best-in-class performance in a multi-channel customer service environment. This is a hands-on leadership role for someone who thrives in a fast-paced environment, brings deep knowledge of contact center best practices and workforce management, and has a proven track record of developing high-performing teams. The Call Center Manager will be responsible for ensuring service excellence, optimizing operational performance, and driving a culture of coaching and continuous improvement. This role reports directly to the Director of Operations.
Key Responsibilities
- Lead day-to-day operations of the contact center, ensuring SLAs, KPIs, and quality standards are consistently achieved.
- Partner with Workforce Management to ensure accurate forecasting, scheduling, and capacity planning.
- Standardize processes, reporting, technology, and best practices across all teams.
- Track and analyze operational metrics (AHT, ASA, CSAT, adherence, utilization).
- Identify trends, conduct root-cause analysis, and implement performance improvements.
- Collaborate with leadership to ensure alignment with organizational goals.
- Recruit, train, and mentor contact center staff, including agents and supervisors.
- Conduct regular coaching sessions, performance evaluations, and professional development.
- Foster a culture of accountability, collaboration, and continuous improvement.
- Ensure a seamless and customer-focused experience across all contact channels.
- Leverage customer feedback to drive improvements in service delivery.
- Champion initiatives to increase first contact resolution and reduce repeat contacts.
- Drive operational excellence through process optimization and adoption of best practices.
- Partner with Director and cross-functional teams to implement technology and workflow enhancements.
- Lead initiatives that balance efficiency with customer experience.
- 5+ years of leadership experience in a contact center management role.
- Strong knowledge of workforce management, contact center metrics, and operational best practices.
- Experience with multi-channel platforms (voice, email, chat, SMS).
- Hands-on experience with CCaaS platforms (e.g., RingCentral, Five9, NICE, Genesys, or similar).
- Proven track record in coaching and developing high-performing teams.
- Ability to use data to drive decision-making and performance improvements.
- Excellent communication and leadership skills, with the ability to influence at all levels.
- Experience managing in a fast-paced, client-focused environment.