Call Center Manager

About This Role

Manage the daily operations and personnel of a retail sales channel support center for an authorized AT&T Distributor partner. Oversee scheduling, quality assurance, and analyze call-center statistics to drive efficiency and operational improvements.

Responsibilities

• Manage daily, weekly, monthly, and yearly agent scheduling, activities, objectives, and effective resource planning to maximize productivity
• Oversee, implement, and execute quality assurance (QA) programs and assessments
• Collect, analyze, and evaluate call-center statistics and prepare performance reports by summarizing data and trends
• Monitor and improve support request handling and warm and cold transfer processes
• Maintain and improve call center operations by preparing and completing action plans, system audits and analyses, and managing systems, process improvement, and quality assurance programs
• Demonstrate a desire to become a subject matter expert on client businesses
• Manage and support onsite staff as well as remote employees as needed

Requirements

• Minimum 5 years of proven experience as a call center manager or in a similar position
• Demonstrated competence in call center staff scheduling intricacies
• Proficient in call center equipment and software programs (call handling/routing software, CRMs, IVRs, etc.)
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures, including experience in basic financial analysis
• Outstanding interpersonal, oral, and written communication skills
• Ability to translate information and feedback, develop insights, and work collaboratively with sales and support colleagues and retail sales partner clients
• Excellent organizational and leadership skills and problem-solving abilities, along with a demonstrated positive attitude and patience
• International travel is required
• Proficient in Microsoft Office, Word, and Excel

Qualifications

• Minimum 5 years of proven experience as a call center manager or in a similar position

Nice to Have

• Pertinent and related call center certifications
• Bilingual Spanish

Skills

* Required skills

Benefits