Call Center Manager

Call Center Manager We believe exceptional customer service begins with exceptional leadership. We are seeking a motivated, organized, and results-driven Call Center Manager to lead our customer service and dispatch operations. The Call Center Manager is responsible for overseeing the daily performance of the call center team, ensuring outstanding customer experiences, maintaining operational efficiency, and driving appointment booking performance. This leadership role is critical to the success of our service operations and overall customer satisfaction. Why Join Our Team? Weekly pay Year-round stability Leadership growth opportunities Supportive team culture Ongoing training and professional development Opportunity to directly impact company growth and customer experience Fast-paced and rewarding work environment Position Summary The Call Center Manager oversees the daily operations of the customer service and dispatch department, including managing inbound and outbound communications, coaching team members, monitoring performance metrics, and ensuring excellent customer service standards are consistently achieved. This role requires strong leadership, communication, problem-solving, and organizational skills in a fast-paced environment. Key Responsibilities Manage and oversee the daily operations of the call center and dispatch team Monitor inbound and outbound call performance to ensure service level expectations are met Coach, train, and develop customer service representatives and dispatch personnel Track and manage KPIs including booking rates, call quality, conversion percentages, and customer satisfaction Ensure all team members follow approved scripting and customer service standards Conduct call monitoring, coaching sessions, and performance evaluations Assist with scheduling, staffing, and workload management to ensure operational efficiency Support the team in resolving escalated customer concerns and service issues Maintain accurate customer records and reporting within company software systems Collaborate with operations and leadership teams to improve workflow and customer experience Oversee outbound calling campaigns for membership renewals, follow-up calls, and scheduling efforts Ensure compliance with company policies, safety procedures, and professional standards Participate in recruiting, interviewing, onboarding, and training new team members Prepare and analyze call center reports and performance metrics for leadership review QualificationsRequired Skills & Experience Minimum of 3 years of call center leadership or management experience Strong leadership, coaching, and team-building abilities Excellent communication and customer service skills Ability to multitask and perform effectively in a fast-paced environment Strong organizational and problem-solving skills Experience with dispatching and scheduling preferred Proficiency in Microsoft Word, Excel, and customer management software Ability to analyze reports and performance metrics Ability to pass a background check and drug screening Education High school diploma or GED required College coursework or management training preferred Physical & Work Environment Requirements Ability to operate a computer and related office equipment Ability to sit for extended periods while managing calls and communications Ability to work under pressure and manage multiple priorities simultaneously Flexibility to work evenings, weekends, or extended hours when needed Reasonable accommodations may be made for qualified individuals with disabilities Join a Team That Values Leadership If you are a strong leader who thrives in a fast-paced environment and enjoys developing teams while delivering exceptional customer experiences, we want to hear from you. Apply today to join a growing company that values professionalism, teamwork, and leadership excellence.

Pay:

$48,362.97 - $58,243.57 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Paid training Vision insurance

Work Location:

In person