Call Center Manager

About the Role:

The Call Center Manager will lead and oversee the daily operations of our outbound call center, ensuring exceptional customer service and efficient team performance. This role is pivotal in driving customer retention through effective management of outbound calling campaigns and customer surveys. The manager will develop and implement training programs to enhance the skills of call center agents, fostering a motivated and knowledgeable workforce. By analyzing performance metrics and customer feedback, the manager will continuously improve service quality and operational processes. Ultimately, this position aims to create a positive customer experience while meeting business objectives related to card services and customer engagement.

Minimum Qualifications:

• Proven experience in call center management, specifically within an outbound call center environment.
• Strong background in customer service training and development.
• Demonstrated ability to manage teams and improve customer retention metrics.
• Experience working with card services or financial product-related call centers.
• Excellent communication and leadership skills.

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• Familiarity with call center software and CRM systems.
• Experience conducting and analyzing customer surveys to drive service improvements.
• Knowledge of compliance and regulatory requirements related to card services.
• Certification in call center management or customer service excellence.

Responsibilities:

• Manage and supervise the outbound call center team to achieve performance targets and service quality standards.
• Develop and deliver comprehensive customer service training programs tailored to outbound calling and card services.
• Monitor daily call center activities, including call volumes, agent performance, and customer interactions.
• Analyze customer surveys and feedback to identify areas for improvement and implement corrective actions.
• Collaborate with cross-functional teams to align call center operations with broader business goals and customer retention strategies.

Skills:

The required skills such as call center management and outbound calling are essential for organizing and directing daily operations to meet performance goals. Customer service training skills are applied to develop agents’ abilities, ensuring consistent and high-quality customer interactions. Expertise in customer retention and surveys enables the manager to interpret feedback and implement strategies that enhance customer loyalty. Familiarity with the call center environment and card services allows for effective handling of specialized customer inquiries and compliance requirements. Preferred skills like CRM proficiency and regulatory knowledge support the manager in optimizing workflows and maintaining industry standards.

Equal Employment Opportunity Statement

LLH Healthcare is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, veteran status, or other protected characteristics. Reasonable accommodations are available for individuals with disabilities during the hiring process.