Call Center Manager
Education Affiliates · Baltimore, Maryland, US
Position Summary: Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to...
Job description
Position Summary: Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to day and monthly activities Skills/Competencies/Qualifications: - Responsible for a team of 6-12 Call Center Agents - Oversee daily call center operations to ensure efficiency and high-quality customer service. - Monitor employee performance, productivity, and attendance. - Coach, mentor, and develop Senior Reps and customer service representatives. - Establish performance goals and ensure key metrics are achieved, such as service level, call quality, conversion rates, and student satisfaction. - Handle escalated campus concerns and resolve complex issues professionally. - Analyze reports and call center data to identify trends, opportunities, and areas for improvement. - Develop and implement processes to improve workflow, customer experience, and operational efficiency. - Conduct regular team meetings, one-on-one coaching sessions, and performance reviews. - Assist with recruiting, hiring, onboarding, and training new employees. - Ensure compliance with company policies, procedures, and industry regulations. - Collaborate wit...