Call Center Evaluation, Call Center Management, Call Center Operations, Call Centers, Call Volume, Coaching, Communication Skills, Customer Service Operations, Financial Operations, Financial Services, Leadership, Maintain Compliance, Microsoft Office, Multitasking, Operations, Performance Analysis, Performance Management, Performance Metrics, Performance Reviews, Problem Solving Skills, Regulatory Compliance, Sales, Team Building
Position Summary
The Call Center Manager is responsible for leading and overseeing the daily operations of the Call Center. This role ensures high-quality customer service, operational efficiency, regulatory compliance, and achievement of performance goals. The Call Center Manager provides strong leadership to call center staff, promotes a culture of service excellence, and supports organizational objectives through effective team development and operational oversight.
Duties and Responsibilities
Manage daily Call Center operations and ensure regulatory compliance.
Hire, train, coach, and evaluate call center staff.
Monitor performance metrics (service levels, call volume, wait times, sales goals).
Oversee scheduling, staffing, payroll approvals, and workflow.
Resolve escalated call issues and report results to senior leadership.
Qualifications
High school diploma required; 5+ years of call center experience, with a minimum of 2 years in call center management.
Strong knowledge of financial services operations, products, and policies.
Proven leadership and performance management skills.
Strong communication, decision-making, and multitasking abilities.
Proficiency in MS Office and call center systems.