Call Center Senior Manager Jobs

Prepare reports for different departments or upper management.

Proven experience as call center manager or similar position.

Manage daily operations of the call center.

Bachelor's degree in Business Administration, or related field. Advanced degree or certification in a related field is a plus.

Minimum of 5 years experience in a leadership role within a call center environment.

Excellent verbal and written communication skills.

Manage daily contact center operations and implement the College Board Customer Experience vision at our third party and BPO partners.

Responsible for fiscal management and effective allocation of resources within call center.

Drive alignment, consistency, and cohesiveness in people practices, team management, and customer service to achieve corporate goals.

Develop Best Practices to optimize business process outsourcing across offerings, project teams, and resources.

Partner closely with the Customer Experience team to design and deliver world class solutions and service.

Relevant experience related to successful delivery of Contact Center Transformation and Operations

Have 2 years of experience working in a management role.

Be able to use developed communication and time management skills.

Understanding and supporting P&L owner as well as other finance related processes like budget and actuals.

As a Call Center Manager, you will manage team to deliver SLA's while building team engagement.

Managing revenue optimization and reduction of penalties.

Delivering quality, productivity, and compliant KPI reports.

3-5 years of experience in contact center management

Manage and lead contact center staff to ensure compliance with operational requirements and corporate policies

Create and manage workforce schedules, payroll, commissions, and operational reports

Strong leadership and coaching skills

Excellent communication and problem-solving skills

Ability to manage a team to achieve operational goals and financial targets

Have experience managing a large production team.

Possess good verbal and written communication skills.

Have prior experience managing a call center team (desired).

Are you passionate about leading a team?

Are you able to work onsite?

Deliveringsuperiorcustomer service by effectively managing and motivating a diverse call center team.

Bachelor’s degree; or at least 10 years of relevant work experience

Excellent comprehension and communication skill (verbal and written) within the organization and with clients

At least 10 years of operations experience, out of which at least 5 years are in a supervisory role

Excellent analytical skills and outside the box thinking

Excellent People skill – ability to build and motivate a large operations team of up-to 10 direct and 100 indirect employees

Possess ability to quickly learn new products and services with the ability to create end user DLP’s (Desk level procedures)