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United Placement Group is Hiring a Call Center Manager Near Bradenton, FL
Primary Responsibilities and Duties:
- Training, Coaching, and Leading: Train, coach, mentor and manage call center staff to ensure they excel in customer outreach.
- Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
- Issue Resolution: Manage and resolve complex issues that cannot be resolved by call center representatives.
- Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
- Strategic Planning: Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.
- Product/Service Rollout: Collaborate with cross-functional teams to create rollout plans for new products, services, or technology.
- Training Development: Develop training programs for new products, services, or technology as needed to ensure staff competency.
- Quality Assurance: Conduct weekly quality assurance evaluations, providing coaching and/or corrective action as needed to maintain service excellence.
- Daily Operations: Conduct daily meetings to review the preceding week's performance and take necessary corrective actions.
- Data Analysis: Review Ricochet data to identify trends and areas for improvement.
- Proven experience as a Call Center Manager or similar position, preferably in a remote environment.
- Proficiency with necessary technology hardware, including computers, phone systems, etc.
- Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
- Experience with managing a team of diverse call center representatives.
- Experience with hiring, training, coaching, and mentoring successful call center representatives.
- Proven track record of driving change and results in a call center environment.
- Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
- Adept at evaluating candidate qualifications and conducting behavioral interviews.
- Demonstrated ability to adapt to changing priorities and business needs.
- Passion for fostering a diverse and inclusive workforce.
- Bachelor's degree in Business Administration or relevant field preferred.
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- PTO
- Weekly Payroll
Job Summary
Full Time
$79k-110k (estimate)
05/02/2024
05/15/2024
The following is the career advancement route for Call Center Manager positions, which can be used as a reference in future career path planning. As a Call Center Manager, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Call Center Manager. You can explore the career advancement for a Call Center Manager below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Manager job description and responsibilities
Due to their managerial position, Call Center Managers complete many tasks contributing to their supervisory role.
04/18/2022: Santa Ana, CA
Call center managers will be directly responsible for hiring, training and motivating call center representatives.
03/06/2022: Dayton, OH
Motivating and guiding team members on navigating difficult customer calls.
03/22/2022: Huntington, NY
Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers.
03/17/2022: Cleveland, OH
They develop objectives for a call center’s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met.
04/12/2022: Nashville, TN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Manager jobs
Some call center managers can also work toward sales and team leadership certifications.
02/25/2022: Buffalo, NY
Educational requirements to become a call center manager vary by employer.
02/23/2022: Alamogordo, NM
Any call center manager will receive on-the-job training.
03/11/2022: Longview, TX
Be a social leader to foster optimism and promote culture change.
04/17/2022: Albany, NY
Focus on agent engagement and retention.
02/06/2022: Albany, GA
Step 3: View the best colleges and universities for Call Center Manager.
