Call Center Manager

Minimum 5 years of experience as a call center manager or similar role Demonstrated competence in call center staff scheduling Proficient in call center equipment and software (call handling/routing software, CRMs, IVRs) Knowledge of performance evaluation and customer service metrics Solid understanding of reporting and budgeting procedures Outstanding interpersonal, oral, and written communication skills Ability to translate information and feedback, develop insights, and collaborate Excellent organizational, leadership, and problem-solving skills Proficient in Microsoft Office, Word, and Excel International travel required

Manage agent scheduling, activities, objectives, and resource planning Oversee and implement quality assurance programs Analyze call center statistics and prepare performance reports Improve support request handling and transfer processes Maintain and improve call center operations Manage and support onsite and remote employees