Call Center Customer Service Manager
On-siteWichita, Kansas, United States
Job Summary
Lead and manage 5–10 call center supervisors overseeing inbound and outbound teams, conducting regular performance reviews and coaching to ensure maximum quality and production. Monitor and improve call center metrics, productivity, and service quality while designing and auditing quality assurance strategies to ensure top-tier service delivery. Coach supervisors on customer service best practices, oversee workforce management, and set clear performance goals to motivate teams to maximize sales opportunities and meet revenue targets. Collaborate with departments such as Quality Assurance, Training, IT, and Recruiting to ensure adherence to corporate policies and the health of the account. Ensure accurate and timely payroll review and submission while tracking and analyzing individual and team performance to address strengths and areas for improvement. Serve as a subject matter expert on client-specific operations and manage hiring, coaching, and termination processes for call center staff, including remote employees as needed.
Required Qualifications
- 18 years or older
- High school diploma or equivalent
- 2+ years of experience in call center operations management
- Strong data entry and computer skills
- Fluent in English (spoken and written)
- Wired high-speed internet connection (20Mbps+ download speed)
- Excellent organizational, written, and verbal communication skills
- Typing speed of 20+ words per minute
- Availability to work scheduled shifts, including during training
- Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook)
- Ability to learn and navigate complex computer systems
- Reliable attendance and punctuality
- Strong conflict resolution, problem-solving, and negotiation skills
- Customer-focused mindset: empathetic, responsive, and patient
- Ability to multitask, self-manage, and stay focused in a fast-paced environment
- Strong interpersonal skills and team orientation
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- A background in call center operations management is required, with additional experience in customer service, technical support, or back-office operations preferred
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to background/security investigation and drug screening
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