Call Center Manager/Representative

This is a remote position. Job Summary The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring exceptional customer service, achieving performance targets, and managing a team of supervisors and customer service representatives. This role focuses on improving operational efficiency, maintaining service quality, and driving employee engagement to deliver an outstanding customer experience. Key Responsibilities Manage the day-to-day operations of the call center. Lead, coach, and develop supervisors and customer service representatives. Monitor key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Quality Assurance (QA). Develop staffing plans and schedules to meet call volume demands. Ensure compliance with company policies, procedures, and service standards. Analyze operational reports and identify opportunities for process improvement. Handle esc...