Find & Apply For Call Center Manager Jobs in El Paso, Texas

Position Overview Bilingual (English/Spanish) Call Center Supervisor-100% On-site Daytime hours, Monday through Friday Pay DOE Position Summary The Call Center Supervisor is responsible for overseeing the daily operations of the call center, ensuring exceptional customer service to internal and external clients, operational efficiency, meeting or exceeding service level agreements and employee performance. This role provides leadership, coaching, and support to team leads, Quality assurance team, workforce management and customer service representatives while monitoring key performance metrics and implementing strategies to achieve departmental goals. Essential Duties and Responsibilities Demonstrate regular and reliable attendance Supervise and coordinate the daily activities of call center staff. Monitor call center performance to ensure service levels, quality standards, and productivity goals are met. Assures that daily performance measures are available and effectively utilizes this information to manage the work force for continuous improvement. Provides input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures as required to improve operations in efficient achievement of performance indicators or to support changing business requirements. Provide ongoing coaching, training, and performance feedback to team members. Handle escalated customer inquiries and resolve complex service issues in a professional and timely manner. Analyze performance reports, call metrics, and customer feedback to identify trends and improvement opportunities. Maintain compliance with company policies, procedures, regulatory guidelines and customer service standards. Responsible for effective human resource administration including training, evaluations, coaching, mentoring, recommending salary increases, promotions, and corrective actions. Reviews, approves and maintains time sheets and leave requests for staff. Assist with workforce scheduling and staffing requirements to ensure adequate coverage. Foster a positive work environment that promotes teamwork, accountability, and employee development. Maintain confidentiality of customer, employee, and company information. Prepare reports and communicate operational results to management. Establish and maintain professional relationships with customers, employees, and leadership. Minimum Qualifications Bachelor's Degree in Business Administration or an equivalent combination of education, training, and related experience. Minimum of five (5) years of supervisor experience in a contact center environment. Knowledge of call center operations, customer service principles, performance metrics, coaching techniques, and workforce management practices. Expert level proficiency with customer information systems (CRM platforms such as Verint, Power BI, Avaya, etc,) Microsoft Word, Excel, and database applications. Strong organizational skills with the ability to manage multiple priorities simultaneously. Excellent verbal and written communication skills. Ability to work independently and effectively lead a team. Ability to maintain a high degree of confidentiality. Bilingual in English and Spanish required. Ability to work flexible schedules between the hours of 6:45 a.m and 6:30 pm, as well as occasional extended hours as needed per business necessity or emergency situations. Performs other related duties, special projects, and supervisory responsibilities as assigned to support call center operations and organizational goals. Core Competencies Leadership and Team Development Customer Service Excellence Call Center Operations Management Performance Coaching Conflict Resolution Workforce Planning Quality Assurance Data Analysis and Reporting Time Management and Organization Physical Ability Ability to communicate orally with management, other co-workers and customers both individually and in front of a group is crucial. Regular use of the telephone and e-mail for communication is essential in order to respond to customers and process customer transactions and related services. Prolonged sitting is essential to perform duties of position. Hearing and vision within normal ranges is essential for normal conversations, to receive ordinary information and to prepare or inspect documents. No heavy lifting is expected. Exertion of up to 10 lbs. of force occasionally may be required. Good manual dexterity for the use of common office equipment such as computer terminals, copiers, in order to respond to customers by telephone and process all customer transactions and related services. Sensory Requirements Requires the ability to communicate effectively, including the ability to hear and respond to telephone conversations, employee interaction and customer communications. information Environmental Factors The job is performed indoors in a traditional office setting. Activities include prolonged periods of sitting and extensive work at a computer monitor and/or calculator/keyboard. For consideration, please respond immediately.

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