Call Center Manager


Roslyn Heights, NY

Industry: Business Services


5 - 7 years

Posted 393 days ago


Kforce has a client in Roslyn Heights, NY that is seeking a Call Center Manager to join their team! Summary: The ideal candidate will have customer care supervisors reporting directly to them. The full team consists of onsite employees, onsite temps, and employees in remote locations within the United States. The candidate will be directly reporting to the Senior Vice President of Operations. Duties Include:

  • Manage the day-to-day operations of the customer care center, including sourcing equipment, effective resource planning and implementing call center strategies and operations
  • Carrying out needs assessments, performance reviews and cost/benefit analyses
  • Setting and meeting performance targets for speed, efficiency, sales and quality
  • Ensuring all relevant communications, records and data are updated and recorded
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Maintaining up-to-date knowledge of industry developments and involvement in networks
  • Monitoring random contacts such as calls, emails and chats to improve quality, minimize errors and track operative performance
  • Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff
  • Reviewing the performance of staff, identifying training needs and planning training sessions
  • Recording statistics, user rates and the performance levels of the center and preparing reports
  • Handling the most complex customer complaints or enquiries
  • Organizing staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes

Help build a customer care center of the future to handle all contacts with the following features:

  • Better Self-Service
  • Omni-channel (Voice, Txt, Email)
  • Auto Attendant


  • Bachelor's degree in Business, Management, or related field, or an equivalent combination of education, training and experience is required
  • Minimum of 5 years of related experience in a customer care environment, including hiring, motivating, coaching, counseling, and training
  • Must have a sensational personality, tons of patience, and the willingness to get involved in day to day activities
  • Experience with remote and work-at-home customer service agents and how to guide them
  • Demonstrated experience resolving complex employee relations issues
  • Ability to read, write and speak articulately
  • Thrives on meeting and exceeding daily service levels
  • Strong analytical and problem solving skills; think outside of the box; may not always know the answer, but certainly know how to find it
  • Ability to listen, has super-strong emotional intelligence, a kind and empathetic disposition, and understands people well
  • A communicator; know how to get their point across efficiently and effectively to both customers and colleagues, and deliver excellent presentations too
  • Ability to work well under pressure and juggle multiple priorities
  • Detail oriented; nothing gets stamp of approval unless it's been proofread
  • Must be proficient with Microsoft, Word, Excel, PowerPoint and Outlook is a must
  • Experience with deploying new call center/contact center technology

JobID: 1661788-AQG