Experienced Call Center Manager
On-siteKilleen, Texas, United States
Killeen, Texas, United StatesOn-siteFull TimeSenior LevelBachelors DegreeLarge
Full TimeSenior LevelBachelors DegreeLarge
Job Summary
Oversee daily contact center operations to ensure KPIs and SLAs are consistently met while leading supervisors, team leads, and support staff. Analyze performance data to implement improvement strategies and collaborate with clients to align on goals and service delivery expectations. Manage workforce planning, scheduling, and resource allocation to drive employee engagement, retention, and professional development. Ensure full compliance with company policies and client requirements throughout the high-volume environment.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 5+ years of experience in a contact center
- 2 years in a management role
- Strong leadership, analytical, and communication skills
- Proficiency in contact center tools, CRM systems, and reporting platforms
- Experience managing multiple teams or campaigns
- 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
Additional Requirements
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.