Call Center Manager

A Call Center Manager manages and leads the overall call center operations, with the primary role of ensuring efficient workforce utilization, appropriate staffing and scheduling, and consistent achievement of operational performance targets.

TASKS:

• Managing the day-to-day planning, operations, and problem-solving of the call center to meet required targets and operational goals
• Overseeing workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
• Managing staffing and scheduling to ensure appropriate workforce coverage based on call volume, business requirements, and operational needs
• Monitoring key performance metrics and identifying trends, gaps, and opportunities for improvement across the call center
• Analyzing operational data and preparing regular reports on productivity, performance, staffing, service levels, and other key performance indicators
• Working with leadership and relevant stakeholders to develop and implement action plans based on operational data and performance results
• Identifying patterns and potential operational issues through data analysis and providing recommendations to improve efficiency, productivity, and overall call center performance
• Managing and addressing operational concerns, escalations, and challenges that may impact service delivery, staffing, or team performance
• Collab