Call Center Manager Jobs

Position Title: Call Center Manager

Department: Call Center Operations

Reports to: Operations Director

Location: Headquarters

About RealVoice

RealVoice is a premier hospitality technology company offering wide-ranging services for hotels and vacation rentals. We emphasize reservation and call center services, including after-hours and emergency support. Our team blends substantial experience in product development, technology, and call center services.

Job Summary

As the Call Center Manager, you will oversee our customer service team, ensure our call center operates effectively, and strive to exceed customer satisfaction goals. You will manage day-to-day operations, develop and implement policies and procedures, and ensure all call center goals are met.

Key Responsibilities

• Set objectives for the call center's day-to-day activities.
• Prepare reports for different departments or upper management.
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Conduct effective resource planning to maximize productivity of resources (people, technology etc.).
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.).
• Monitor and improve ordering, telephone handling and other procedures.
• Manage daily operations of the call center.
• Evaluate performance with key metrics (accuracy, call-waiting time etc.).

Qualifications

• Excellent verbal and written communication skills.
• Excellent organizational and leadership skills with a problem-solving ability.
• Bachelor's degree in Business Administration, or related field. Advanced degree or certification in a related field is a plus.
• Proven experience as call center manager or similar position.
• Outstanding communication and interpersonal skills.
• Minimum of 5 years experience in a leadership role within a call center environment.
• Proficiency in MS Office and call center equipment/software programs.

Why RealVoice?

Joining RealVoice means becoming part of a team that values your unique abilities and talents. We offer a competitive salary, comprehensive benefits, and a dynamic work environment. Most importantly, we offer the opportunity to make an immediate impact and grow your career in the vibrant field of hospitality technology.

RealVoice is an equal opportunity employer. We welcome applications from all qualified individuals.