Call Center Manager
On-site · Flint, Michigan, United States
Job Summary
Call Center Manager responsible for overseeing operations across multiple channels (phone, online, SMS, and other electronic means) to deliver fast, courteous, and accurate customer service. Leads staff training and development, optimizes call center workflow with system and AI-enabled improvements, tracks performance metrics, and manages staffing and scheduling to maintain efficiency. Employs call center technologies (e.g., Five9 or Abbadox) and applies process-improvement techniques to boost productivity and customer experience. Demonstrates strong leadership, collaboration with Team Leads and management, and ability to drive performance reporting and coaching for ongoing improvement.
Required Qualifications
- 5-10 years of experience as a call center supervisor or manager
- Minimum of a High School Diploma or GED
- Associate's or Bachelor's Degree in Business Administration, Communications, Management, or a related field preferred
Desired Qualifications
- 5-10 years of experience as a call center supervisor or manager
- Experience with Five9 or Abbadox is a plus
- Background in radiology or medical fields is a plus but not required
- Relevant certifications in customer service, call center management, or workforce management are a plus
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