Outbound B2B Call Center Manager
Job Title: Call Center Manager Reports To: CEO Job Overview: The call center manager will be responsible for the day-to-day operations of the center and support the CEO. This role encompasses strategic planning, team management, operational efficiency, and continuous improvement. The ideal candidate will have a proven track record of meeting or exceeding KPIs, enhancing customer satisfaction, and leading change within a call center environment. Primary Responsibilities: ? Develop and execute strategic plans to enhance operational efficiency and customer engagement. ? Manage all aspects of call center operations including hiring, training, managing staff, scheduling, and payroll. ? Set and monitor KPIs for speed, efficiency, and client satisfaction, ensuring targets are met or exceeded. ? Analyze performance data, prepare reports, and implement strategies to address shortfalls. ? Manage the recruitment, selection, and onboarding process, fostering a high-performance culture and maintaining a positive work environment. ? Provide leadership in change management, guiding the call center through process and technology enhancements. ? Utilize advanced call center systems and software to track performance and customer feedback. ? Ensure compliance with industry regulations and maintain high standards of quality assurance. ? Manage the call center budget, optimizing cost-effective resource allocation. ? Stay informed about industry developments and best practices in call center management. ? Support Business Development Representatives (BDRs) and Inside Sales Representatives (ISRs) by documenting procedures and providing training. ? Prepare and present regular performance reports to upper management. Requirements: ? Bachelors degree in Business Administration or a related field. ? Minimum of four years of managerial experience in a business-to-business (B2B) call center. ? Demonstrated ability to improve call center operations, with a proven track record in achieving KPIs related to operational efficiency and customer satisfaction. ? Strong leadership skills with advanced capabilities in communication, problem-solving, conflict resolution, and team development. ? Proficiency in call center technology including CRM systems, Kixie, Pipedrive, auto-dialers, and workforce management software. ? Excellent analytical abilities to make data-driven decisions. ? Financial acumen in budget management and cost optimization. Key Competencies: ? Strategic planning and execution ? Change management ? Customer relationship management ? Team development and training ? Resilience and stress management ? Innovation and continuous improvement Typical Physical Demands and Working Conditions: ? Requires sitting, standing, bending, and a normal range of hearing and vision. Job Type: Full-time Pay: $60,000.00 - $80,000.00 per year Benefits: Dental insurance Health insurance Paid time off Vision insurance Shift: 8 hour shift Supplemental Pay: Bonus opportunities Work Location: Remote Apply Job!