Position: Call Center Manager
Salary: up to $7,000 (Dependent on Experience)
Responsibilities: Report to the Senior Leadership team, ensuring holistic Service Level attainment across assigned metrics Manage a team to achieve operational objectives through workforce planning, KPI setting, execution, and contingency planning Develop strategic plans to optimize inbound call management and escalation procedures, ensuring timely and professional service delivery Collaborate with cross-functional teams to drive quality standards and service excellence across inbound and outbound operations Align objectives and set expectations with stakeholders on Service Level Agreements (SLAs) versus call volume, timeframe, and other factors Liaise with business lines and Quality teams on escalations, incident reporting, and de-escalation solutions Perform service recovery calls as needed Ensure team productivity during lull periods through initiatives and reporting Conduct coaching, mentoring, and y...