We are conducting a confidential search for an experienced Call Center Manager to lead and optimize customer service operations in a fast-paced, high-volume environment. This individual will be responsible for driving performance, improving customer satisfaction, and developing a high-performing team while ensuring operational efficiency and adherence to service standards.

Key Responsibilities

Lead day-to-day operations of the call center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved
Manage, coach, and develop a team of supervisors and customer service representatives to deliver exceptional customer experiences
Monitor call center metrics, analyze performance trends, and implement strategies for continuous improvement
Develop and execute workforce planning, scheduling, and staffing strategies to meet business demand
Establish and maintain quality assurance programs, including call monitoring and performance evaluations
Partner with cross-functional teams to enhance customer experience, resolve escalations, and improve processes
Identify and implement process improvements, automation opportunities, and cost efficiencies
Handle complex customer issues and provide resolution for escalated concerns
Ensure compliance with company policies, industry regulations, and data security standards
Prepare and present performance reports, insights, and recommendations to senior leadership

Qualifications & Experience

5+ years of experience in call center or customer service operations, with at least 2+ years in a leadership role
Proven track record of managing high-volume contact center environments
Strong understanding of call center KPIs (e.g., AHT, CSAT, FCR, service levels)
Experience with workforce management tools and CRM systems
Demonstrated ability to lead, coach, and develop teams to achieve performance goals
Strong analytical and problem-solving skills with a data-driven mindset
Excellent communication, interpersonal, and conflict resolution skills
Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

Bachelor's degree in Business Administration, Management, or related field
Experience implementing process improvement methodologies (Lean, Six Sigma, etc.)
Multi-channel contact center experience (phone, chat, email, digital support)

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.

Fresh Jobs. Delivered to Your Inbox.

Ultimate Staffing jobs

Call Center Manager