What are the responsibilities and job description for the Call Center Manager position at Perdue, Brandon, Fielder, Collins and Mott L.L.P.?
We're seeking a motivated Call Center Manager to lead daily operations, support staff development, and ensure high-quality performance across the team. This role is ideal for someone who enjoys collecting, collating, and analyzing data. The candidate also thrives in a fast‑paced environment, enjoys coaching others, and excels at problem‑solving.
Key Responsibilities
- Oversee supervisors to ensure compliance with quality standards, deadlines, and established procedures.
- Review records or reports pertaining to activities such as production to verify details, monitor work activities, or evaluate performance.
- Analyze information and evaluate outcomes to determine the most effective solution and resolve issues.
- Connect pieces of information to form general rules or conclusions, identifying relationships among events that may initially seem unrelated.
- Provide guidance on complex issues and resolve escalated complaints.
- Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance management criteria.
- Providing guidance and expert advice to management or other groups on technical systems -, or process-related topics.
- Communicate effectively with internal teams and external stakeholders.
- Perform administrative tasks and maintain accurate documentation.
- Other duties as assigned.
Required Skills & Qualifications
- Strong leadership, coaching, and conflict‑resolution abilities.
- Exceptional communication skills (verbal and written).
- Proficient in Microsoft Excel, Word, Office Suite, and SQL.
- Skilled in data analysis, decision‑making, and problem‑solving.
- Knowledge of administration, customer service principles, and office procedures.
- High dependability and ability to manage multiple priorities.
- High school diploma or equivalent.
- Minimum three (3) or more years of professional work experience.