Call Center Manager- Customer Experience

  • Job ref:


  • Location:

    Alpharetta , United States

  • Sector:

    Accounting & Finance

  • Contact:

    Steve Whiting

  • Published:

    about 1 year ago

  • Consultant:


Our client is a market leader in their industry providing niche services to schools and associated divisions. They wish to hire a Call Center Manager that will be responsible for the customer experience and the operations of the customer service center including, staff supervision, process implementation, problem solving, and collaboration with other departments.


Essential daily duties will include:-

  • Overall operation of the customer service center
  • Supervision and development of the customer service staff team
  • Ensure exceptional service to all customers
  • Provide direction and training to customer service team
  • Meet or exceed all customer service metrics including call times
  • Oversee process documentation and execution of online systems
  • Evaluate processes and make recommendations on changes to increase customer experience
  • Collaborate with other departments to ensure the customer service team has the necessary tools to provide excellent customer service
  • Provide a voice of the customer to the Executive Team
  • Report on customer service statistics and progress weekly to the Executive team

Job Requirements:-

  • Bachelor’s Degree required 
  • 6+years’ experience in Call Center/Customer Service Management required
  • Excellent written and verbal communication skills
  • Ability to work within a team environment and collaborate positively
  • Experience running a call center is preferred
  • Detail oriented with the ability to motivate a team to hit target goals
  • Strong organizational and problem-solving skills