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Become A Call Center Manager

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Working As A Call Center Manager

  • $104,850

    Average Salary

What Does A Call Center Manager Do At New York Life Insurance Company

* Demonstrate how employees' work contributes to overall departmental and Company goals
* Foster an environment in which differences and unique perspectives are encouraged and valued
* Keep employees informed by communicating in a clear, candid, and timely manner
* Support and drive a continuous improvement mindset among their teams
* Promote effective team work and collaboration and motivate employees to achieve goals
* Coaching
* Hold Regularly schedules one-to-one meetings with employees as well as weekly staff meetings with team
* Provide ongoing informal coaching and/or 'knee-to-knee' coaching
* Spend time out on the floor, interacting with employees and assisting them as needed
* Performance Review and Development
* Clearly communicate expectations and provide necessary resources to ensure potential for success
* Work with employees to set yearly goals and expectations and complete mid-year and year-end reviews
* Monitor employees' performance against goals on an ongoing basis and provide appropriate feedback
* Identify training, stretch assignments, rotations, etc. for employees
* Workforce Planning and execution
* Develop plans and work with WFM to identify and address short- and long-term staffing needs
* Work with HR on recruiting strategy; review resumes, interview candidates, and approve offers
* Manage time-off planning, including vacation scheduling, leaves, etc.
* Quality and Call Monitoring
* Review quality results with employees; identify deficiencies, trends, and potential training needs
* Listening to recorded inbound and outbound calls and providing feedback

What Does A Call Center Manager Do At Stericycle

* Selects, trains, and develops an effective and efficient staff of up to 40 Team Members:
* Makes every reasonable effort to select, train, and develop qualified, diverse workforce.
* Establishes and communicates performance standards and objectives; conducts performance appraisals.
* Recommends salary adjustments, promotions, transfers and dismissals.
* Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
* Counsels and coaches employees on educational and job opportunities in order to enhance career development, and keeps staff informed of current problems, procedural/operational changes, and new developments in the department and Company by conducting periodic meetings.
* Administers and communicates all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.
* Monitors and ensures that employees are performing their functions safely and productively.
* Makes recommendations for changes or improvement, when necessary, in order to prevent accident or injuries.
* Monitors department work productivity, reports on trends, and recommends and implements changes to continually improve work productivity.
* Develops subordinate managers and/or supervisors, particularly in the management techniques of planning, organizing, leading and controlling through continued coaching and feedback on performance.
* Ensures that operational and customer related functions of the contact center are completed timely, accurate and sufficient to meet standards.
* Meets with the key team members regularly to discuss and analyze productivity and service.
* Ensure continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary goals.
* Develops action plans consistent with Stericycle’s Customer 1st vision.
* Ensures that client, representative and systems issues are escalated and communicated to the appropriate team, as required.
* Reviews and works with Team Leads and Supervisors in developing an analyzing reports to monitor the overall operations and performance of the contact center (e.g.
* Quantify Data, Trending KPI’s, etc.).
* Drives process improvement and client retention initiatives by utilizing continuous improvement practices.
* Reviews, analyzes and/or approves the following:
* Payroll registers
* Ensure all overtime hours are necessary and all team members are working efficiently.
* Monitor expenses and account for unexpected changes.
* Monthly expense reporting (FRX).
* Monthly revenue/volume reports.
* New Team Member offers and paperwork.
* Performs other related duties and/or project work as required or requested.
* Position Requirements
* Education equivalent to a Bachelor’s degree, or the equivalent in related work experience.
* Four or more years of progressive experience in a high-volume contact center environment.
* Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices.
* Demonstrates the ability to manage within an established budget as well as strong knowledge of budgetary processes, P&L statements, asset management, and project management.
* Demonstrates intermediate to advanced knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook.
* Must be able to input, monitor and manipulate data within these applications.
* Must have the ability to work a flexible work schedule (including nights, weekends and holidays).
* We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected

What Does A Call Center Manager Do At Randstad

* Build and maintain strategic partnership with the client through an extensive and detailed understanding of the client's business, strategic direction, processes, and policies
* Maintain close contact with the key principles at the account to ensure highest level of client satisfaction possible
* Build and maintain a talent pipeline that aligns with the client's needs and output requirement
* Consistent execution of recruiting plan to ensure the right quantity and quality of talent
* Screen and select candidates according to client specific job profiles and workforce forecasts
* Comply with all operational standards and employment laws and regulations
* Build top of mind awareness through in person visits, which foster a consultative relationship and increased business with the on-site client
* Market talent's skills, knowledge and abilities to the right departments by making the best match for the client and the talent
* Consistently exceed client and talent expectations, and stay ahead of the staffing industry by offering innovative, creative, and effective employment solutions

What Does A Call Center Manager Do At Robert Half

* Manages multiple direct reports and carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws.
* Willingness to mentor and coach all staff to build a productive and high-performing team.
* Seeks to continuously improve workplace output in an effort to meet and exceed operational objectives and requirements.
* Please send your resume to John
* Power@RobertHalf.com for consideration.
* Robert Half Finance & Accounting, the world's leader in specialized financial staffing, provides exciting full-time opportunities in the areas of accounting, bookkeeping, finance, audit, taxation and more.
* We pioneered the professional staffing industry, and we've been successfully matching professionals with employers since 1948.
* Our proven proprietary processes, along with our relationships in 325 locations worldwide, allow us to provide you unparalleled access to exciting career opportunities.
* But don't take our word for it.
* Our company once again was named first in our industry on Fortune® magazine's list of "World's Most Admired Companies" (March 1, 2017), and 9 out of 10 of our customers would recommend our service to a colleague.
* Apply for this job now or contact our nearest office at 844
* for additional information.
* All applicants applying for U
* S. job openings must be authorized to work in the United States.
* All applicants applying for Canadian job openings must be authorized to work in Canada.
* Robert Half Finance & Accounting.
* An Equal Opportunity Employer M/F/Disability/Veterans
* By clicking 'Apply Now' you are agreeing to Robert Half Terms of Use.
* Req ID:
* Functional Role:
* Accounting Clerk
* Country:
* USA
* State:
* MD
* City:
* HUNT VALLEY
* Postal Code:
* Compensation:* $75,000.00 to $85,000
* per year

What Does A Call Center Manager Do At Beth Israel Deaconess Medical Center

* Works collaboratively with Administrative Directors, Medical Leadership and Practice Management teams on development, assessment and maintenance of the call center, scheduling, and referral management systems.
* Provides feedback regarding improvements and changes for standard effective systems and services.
* Manages Patient Service Representatives, Care Coordinators, and Insurance Referral Staff.
* Assesses staffing needs and ensures that staff are providing the highest quality of customer service while effectively and efficiently meeting work standards.
* Reviews patient recorded calls for quality assurance and training purposes.
* Develops detailed training manuals to onboard new staff.
* Works collaboratively with Administrative Directors, Medical Leadership, Practice Management teams and the Ambulatory Systems team to develop schedule templates to maximize provider capacity and enables schedulers to successfully find optimal appointments for patients.
* Develops written, standardized protocols for intake and triage of patient care that maximizes administrative staff performance and minimizes the need for clinical review/ triage.
* Understands typical demand and optimal panel size to assess adjustment needs.
* Collects, analyzes, and reports appointment access data.
* Manages provider capacity, vacation and leave to ensure capacity is maximized.
* Develops metrics for proactive management of provider availability.
* Prepares special non-recurring reports by combining confidential data from several sources to better understand variance in metrics.
* Has the authority to direct and support employees daily work activities.
* Has the direct responsibility to undertake the following employment actions: hiring, termination, corrective action and performance reviews.
* Direct Reports: More than 7 Indirect Reports: 11
* Has full responsibility for planning, monitoring and managing department budget

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Call Center Manager Demographics

Gender

  • Male

    50.7%
  • Female

    47.8%
  • Unknown

    1.5%

Ethnicity

  • White

    79.9%
  • Hispanic or Latino

    11.9%
  • Asian

    5.9%
  • Unknown

    1.8%
  • Black or African American

    0.6%
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Languages Spoken

  • Spanish

    69.3%
  • French

    6.9%
  • Italian

    3.7%
  • Portuguese

    3.7%
  • Mandarin

    2.6%
  • German

    2.1%
  • Tagalog

    1.6%
  • Japanese

    1.6%
  • Greek

    1.1%
  • Carrier

    1.1%
  • Dakota

    1.1%
  • Arabic

    1.1%
  • Vietnamese

    0.5%
  • Hindi

    0.5%
  • Korean

    0.5%
  • Hebrew

    0.5%
  • Cayuga

    0.5%
  • Turkish

    0.5%
  • Russian

    0.5%
  • Thai

    0.5%
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Call Center Manager

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Call Center Manager Education

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Top Skills for A Call Center Manager

CustomerServiceRepresentativesProceduresSuperviseServiceLevelCustomerSatisfactionPayrollCallCentersTrainingProgramPerformanceReviewsKeyPerformanceIndicatorsTechnicalSupportProcessImprovementHumanResourcesDailyOperationsWorkforceInternetDirectReportsPerformanceManagementACDCustomerComplaints

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Top Call Center Manager Skills

  1. Customer Service Representatives
  2. Procedures
  3. Supervise
You can check out examples of real life uses of top skills on resumes here:
  • Interviewed, hired and trained new quality customer service representatives.
  • Implemented, reviewed and improved call center policies, procedures and service standards.
  • Call Center General Manager Supervised Call Center Team of 10 agents and 1 team lead.
  • Surpassed service levels for 22 consecutive months by introducing and managing quality monitoring process for team of 150 customer service representatives.
  • Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.

Top Call Center Manager Employers

Call Center Manager Videos

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