What are the responsibilities and job description for the Call Center Manager position at W3Global?
About The Job
The Call Center Manager is responsible for overseeing daily operations of the call center to ensure prompt, professional responses to customer inquiries. This position manages a team of call center representatives, including scheduling, performance coaching, training, and feedback, to maintain high service standards and productivity. The Call Center Manager monitors call metrics, analyzes performance data, and implements process improvements to enhance efficiency and customer satisfaction. The role includes handling sales and ensuring consistent communication across departments. The Call Center Manager also contributes to setting sales goals, maintaining call scripts and procedures, and supporting a positive, collaborative work environment.
Qualifications
The Call Center Manager is responsible for overseeing daily operations of the call center to ensure prompt, professional responses to customer inquiries. This position manages a team of call center representatives, including scheduling, performance coaching, training, and feedback, to maintain high service standards and productivity. The Call Center Manager monitors call metrics, analyzes performance data, and implements process improvements to enhance efficiency and customer satisfaction. The role includes handling sales and ensuring consistent communication across departments. The Call Center Manager also contributes to setting sales goals, maintaining call scripts and procedures, and supporting a positive, collaborative work environment.
Qualifications
- Strong contact center management skills, including experience overseeing call volume, staffing, and performance metrics.
- Proven ability to drive customer satisfaction through service quality, problem resolution, and a customer-centric approach.
- Team management capabilities, including coaching, training, mentoring, and developing call center representatives.
- Analytical skills to interpret call data, identify trends, and implement operational improvements.
- Excellent communication skills for clear, professional interactions with customers, team members, and cross-functional partners.
- Prior experience in call center leadership, customer service management, or a related supervisory role.
- Familiarity with call center software, CRM systems (Lead Perfection), and basic reporting tools.
- Ability to work on-site in Miami, FL, with strong organizational skills and attention to detail.
- High school diploma or equivalent required; Associate or Bachelor's degree in Business, Communications, or a related field preferred.
- Experience in the home improvement, construction, or building products industry is a plus.
Salary : $85,000 - $100,000