Call Center Manager
$82,317–$98,776 year
On-siteLivermore, California, United States
Job Summary
Oversee daily operations of call center personnel, ensuring excellence in customer service and accurate data collection. Allocate work schedules based on demand, monitor performance through regular audits, and implement solutions for identified bottlenecks. Manage team recruitment, hiring, and annual evaluations while coaching staff through challenging service issues. Summarize trends and data for management reports, collaborate with IT on system optimization, and build relationships with branch heads. Maintain compliance with OSHA and EPA safety regulations, including PPE usage and emergency procedures, while supporting 24/7 operations that may require weekend work and travel to job sites.
Required Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field; or equivalent years of experience
- Experience in similar role with at least five years of working in a supervisory/managerial role
- Knowledgeable in working within a construction, restoration environment
- Customer service 'Excellence' minded with proven experience in training in customer relations
- Thorough understanding of management principles
- Familiarity with company services
- Industry knowledge
- Ability to build and deliver specialized training in management and team-building
- Proven record of success in team-building and management of multiple shifts
- Proficient in technology relative to call center operations, including computers, software applications, and phone systems
- Leadership skills with proven track record in motivating, coaching, mentoring, and developing staff
- Lead in development of department metrics and reports
- Decisiveness with attention to detail
- Exceptional interpersonal skills
- Ability to maintain composure in stressful situations
- Excellent organization abilities
- Possesses strong communication skills, both written and verbal
- Ability to lift and carry materials or equipment weighing up to 25 lbs. regularly and up to 50 lbs. with assistance
- Capacity to operate machinery and tools as required by job tasks
- Requirement for clear vision (e.g., close work, computer use, eye coordination)
- Ability to identify and immediately report any unsafe conditions, hazards, incidents or injuries to supervisors without fear of retaliation
- Familiarize yourself with emergency procedures relevant to your specific job site, including evacuation routes, and emergency contacts
- Work after hours and weekends given our 24/7 business operations
- May include travel to and from job sites, requiring the use of company vehicles. Possibility of attending out-of-town training or conferences
Desired Qualifications
- Knowledgeable in working within a construction, restoration environment, preferred
- Thorough understanding of management principles; familiarity with company services, and industry knowledge a plus
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