We are looking for an experienced Call Center Manager to join our client, an industry leader with over two decades of success in delivering exceptional customer service. If you’re passionate about driving performance, fostering growth, and creating a positive, collaborative work environment, we want to hear from you!
Key Responsibilities:
• Lead and inspire a team of call center agents, ensuring they exceed performance targets and provide top-notch service.
• Oversee daily operations, ensuring smooth workflows, high-quality service, and efficiency.
• Analyze key performance metrics, identify areas for improvement, and implement strategies that drive both customer satisfaction and operational success.
• Develop and execute training programs that empower your team to grow and achieve their potential.
• Manage scheduling, attendance, and staffing to ensure optimal coverage and performance.
• Address escalated customer concerns, ensuring swift resolutions and maintaining high customer satisfaction levels.
• Collaborate with leadership to set strategic goals and continuously improve processes.
Qualifications & Skills:
• Proven experience in call center management or a similar leadership role, with a track record of success.
• Strong data analysis skills and experience optimizing workflows to enhance performance.
• Excellent communication, conflict resolution, and problem-solving skills.
• A passion for coaching, training, and mentoring a team to achieve their goals.
• Familiarity with call center software, reporting tools, and CRM systems.
• Ability to thrive in a fast-paced, results-driven environment, while maintaining a focus on team development.
Join a company with a long-standing history of success and be a part of their exciting journey as they continue to lead the industry. This is more than just a job—it’s an opportunity for growth and leadership in a well-established, thriving organization.
About the Role The Port Authority of NY & NJ is a diverse and award-winning national leader in innovative planning, design, and construction of the most critical links of regional and national transportation infrastructure spanning New York and New Jersey. The Port ...
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