Call Center Manager

Job Description

We are on the lookout for a skilled Call Center Manager to oversee our operations in Indianapolis. The ideal candidate will have a strong record of managing call center teams, improving processes, and enhancing customer satisfaction.

Responsibilities

• Direct the daily operations of the call center, driving team performance to meet company targets.
• Build and maintain a high-performing team through recruitment, training, and motivation.
• Establish and monitor targets for service levels and customer satisfaction.
• Review and analyze performance metrics, devising plans for improvement where needed.
• Encourage a culture of success and support through ongoing coaching and recognition.
• Engage in capacity planning to ensure staffing levels are met for peak times.
• Champion customer service initiatives to achieve departmental and organizational goals.

Requirements

Education

• Bachelor's degree in Management, Communications, or related field
• Master’s in Business Management is preferred

Experience

• 5+ years in customer service or call center environment with management experience

Technical Skills

• Performance Metrics
• Customer Relationship Management (CRM)

Soft Skills

• Conflict Resolution
• Motivational Skills

Certifications

• Six Sigma Certification

Languages

• English: Fluent

Advantageous

• Bilingual in Spanish: Ability to communicate effectively with Spanish-speaking clients.
• Experience in creating training programs: Skills in developing effective training and onboarding materials.

Benefits

• Attractive salary with bonus potential
• Comprehensive health benefits
• Generous retirement savings plan with employer matching
• Employee assistance programs
• Work-life balance initiatives

Company Culture

• Diversity and Inclusion: We foster an inclusive environment that values diverse perspectives.
• Continuous Improvement: We are committed to ongoing professional development and growth.
• Work-Life Balance: We believe in supporting employees' personal and professional lives.