Call Center Manager

$65,000 - $72,000/Yr

King Architectural Metals - Dallas, TX

Full-time - Mid Level

Remote - Dallas, TX

251-500 employees

Merchant Wholesalers, Durable Goods

About the position

The Call Center Manager will oversee the daily operations of the call center team, ensuring productivity, organization, and accountability. This role involves managing call center policies and procedures, maintaining employee performance standards, improving service quality, and preparing operational reports. The ideal candidate will be self-motivated and results-driven, with strong problem-solving skills and the ability to communicate effectively with both team members and customers.

Responsibilities

• Ensuring agents are effectively and efficiently managing their time
• Performing regular coaching and development with team members in a one-on-one setting
• Managing service level and abandonment rate on a daily, weekly, and monthly basis, adjusting as needed
• Performing quality assurance monitoring
• Maintaining payroll and PTO
• Maintaining scheduling
• Handling customer complaints and escalated situations over the phone when leads are not available
• Taking escalated calls and question calls from agents when leads are not available
• Ensuring all call center and company policies and procedures are followed by the team, and appropriate corrective action is taken when necessary
• Other duties as assigned

Requirements

• High school diploma or GED
• More than 5 years experience managing direct reports
• Strong verbal and written communication skills
• Working knowledge of sales industry metrics
• Ability to manage day-to-day operations with limited supervision
• Strong knowledge of Excel, PowerPoint, Outlook, and Word
• Ability to create presentations based on analyzed data
• Familiarity with products and services offered
• Experience in shipping and receiving
• Passion for personal success and team building
• Ability to perform basic arithmetic and read a tape measure
• Problem-solving skills and responsible decision-making

Nice-to-haves

• Call center leadership experience
• Spanish fluency

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance