We are conducting a confidential search for an experienced Call Center Manager to lead and optimize customer service operations in a fast-paced, high-volume environment. This individual will be responsible for driving performance, improving customer satisfaction, and developing a high-performing team while ensuring operational efficiency and adherence to service standards.

Key Responsibilities

• Lead day-to-day operations of the call center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved
• Manage, coach, and develop a team of supervisors and customer service representatives to deliver exceptional customer experiences
• Monitor call center metrics, analyze performance trends, and implement strategies for continuous improvement
• Develop and execute workforce planning, scheduling, and staffing strategies to meet business demand
• Establish and maintain quality assurance programs, including call monitoring and performance evaluations
• Partner with cross-functional teams to enhance customer experience, resolve escalations, and improve processes
• Identify and implement process improvements, automation opportunities, and cost efficiencies
• Handle complex customer issues and provide resolution for escalated concerns
• Ensure compliance with company policies, industry regulations, and data security standards
• Prepare and present performance reports, insights, and recommendations to senior leadership

Qualifications & Experience

• 5+ years of experience in call center or customer service operations, with at least 2+ years in a leadership role
• Proven track record of managing high-volume contact center environments
• Strong understanding of call center KPIs (e.g., AHT, CSAT, FCR, service levels)
• Experience with workforce management tools and CRM systems
• Demonstrated ability to lead, coach, and develop teams to achieve performance goals
• Strong analytical and problem-solving skills with a data-driven mindset
• Excellent communication, interpersonal, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Qualifications

• Bachelor's degree in Business Administration, Management, or related field
• Experience implementing process improvement methodologies (Lean, Six Sigma, etc.)
• Multi-channel contact center experience (phone, chat, email, digital support)