Call Center Manager jobs in United States
cer-icon
Apply on Employer Site
company-logo

KRG PARTNERS · 10 hours ago

Call Center Manager

positionLawrenceville, GA
timeFull-time
remoteOnsite
seniorityMid, Senior Level
date5+ years exp

KRG PARTNERS is seeking a Call Center Manager to oversee daily call center operations and ensure exceptional customer service. This role involves managing a team of customer care representatives, focusing on performance management, coaching, and operational efficiency to support company goals and customer satisfaction.

Staffing & Recruiting
Hiring Manager
Kara Gullo
linkedin

Responsibilities

Supervise and support a team of 3 customer care representatives to ensure service level, quality, and productivity goals are met
Monitor daily call center metrics including call volume, handle time, customer satisfaction, and adherence
Coach, mentor, and develop team members through regular feedback one-on-ones, and performance reviews
Handle escalated customer issues and ensure timely and professional resolution
Assist with hiring, onboarding, training, and scheduling of call center team
Ensure compliance with company policies, procedures, and regulatory requirements
Partner with management to implement process improvements and operational efficiencies
Prepare reports and provide insights on team performance and trends
Foster a positive, collaborative, and high-performance team culture

Qualification

Call center managementPerformance analysisLeadership skillsCRM proficiencyProblem-solving skillsCoaching skillsMultitasking abilityCommunication skillsOrganizational skillsCustomer-focused mindset

Required

5+ years of experience in a call center or customer service environment
Prior supervisory or team lead experience strongly preferred
Strong leadership, coaching, and communication skills
Ability to analyze performance metrics and drive results
Excellent problem-solving and conflict resolution skills
Proficiency with call center systems, CRM platforms, and Microsoft Office
Ability to multitask and thrive in a fast-paced environment

Preferred

Experience with workforce management tools and QA programs
Strong organizational and time-management skills
Customer-focused mindset with a passion for service excellence
Experience in inbound and/or outbound call center operations

Benefits

Health, dental, vision, and retirement benefits
Paid time off and holidays
Career growth and development opportunities

Company

KRG PARTNERS

twitter
company-logo
At KRG Partners, we are dedicated to helping our clients find and acquire the talent they need to succeed in today’s ever-changing marketplace.
dateFounded in 2023
location
Atlanta, Georgia, US
people-size2-10 employees

Funding

Current Stage
Early Stage
Company data provided by crunchbase