Job Description
Salary: $80,000 annually Position Overview We are seeking a proactive, driven, and adaptable
Call Center Manager to lead a high-performing, high-volume team through changing priorities and continued growth. This individual will combine strong operational oversight with a people-first leadership style, creating structure, accountability, and momentum while ensuring team members feel supported, motivated, and empowered to succeed.
The Ideal Candidate - Positive, energetic, and personable with a strong customer-service mindset
- Natural people leader who enjoys motivating, coaching, and developing others
- Comfortable leading in a fast-paced, high-volume environment
- Confident making decisions, solving problems, and holding team members accountable
- Passionate about delivering an exceptional customer experience
- Highly organized with the ability to balance multiple priorities
- Strong communicator who can effectively connect with employees and leadership at all levels
Key Responsibilities - Oversee the day-to-day operations and overall performance of the Call Center
- Lead, manage, coach, and motivate Call Center team members
- Establish clear expectations, performance standards, goals, and accountability measures
- Track, analyze, and report on key department metrics and KPIs to identify trends, measure performance, and drive continuous improvement
- Partner with Human Resources to identify staffing needs, support recruiting efforts, participate in interviews, and assist with candidate selection
- Build and maintain a culture of urgency, accountability, positivity, professionalism, teamwork, and exceptional customer service
- Recognize employee achievements and create opportunities for professional growth and development
- Serve as the primary point of contact for call center-related issues and customer concerns
- Ensure team members follow established privacy, security, compliance, and communication protocols
- Build strong working relationships across departments and with leadership to ensure effective outcomes
- Assist with special projects, process improvements, and other responsibilities as assigned
Minimum Qualifications - 5+ years of management experience in a call center, customer service environment, or comparable high-volume operation
- Demonstrated experience managing a large-scale team of 85+ employees or a comparable high-volume operation
- Proven ability to develop, implement, and maintain standard operating procedures, policies, workflows, and quality-control processes
- Strong understanding of call center operations, customer service, performance management, and compliance-sensitive communications
- Strong analytical and problem-solving skills, with the ability to interpret data, identify trends, and translate metrics into actionable decisions
- Ability to effectively manage competing priorities in a fast-paced, deadline-driven environment
- Experience implementing process improvements and managing organizational change
- Proficiency with CRM, call-center, reporting, and workforce-management technologies
Benefits - 401(k) with matching contributions
- Comprehensive health, dental, and vision insurance
- Life insurance and short-term disability insurance
- Paid time off
- Employee assistance program
- Health savings account
- Employee referral program
Schedule - Full-time
- Monday-Friday, with flexibility to support business needs outside of standard hours
- Onsite in a professional office environment
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Job Tags
Full time, Temporary work, Work at office, Monday to Friday