Call Center Manager

Oversees Call Center responsibilities in the areas of payroll, scheduling, recruiting, training, meetings, and reporting, as well as day to day and monthly activities

Essential Duties and Responsibilities:

Responsible for a team of 6-12 Call Center Agents

Oversee daily call center operations to ensure efficiency and high-quality customer service.

Monitor employee performance, productivity, and attendance.

Coach, mentor, and develop Senior Reps and customer service representatives.

Establish performance goals and ensure key metrics are achieved, such as service level, call quality, conversion rates, and student satisfaction.

Handle escalated campus concerns and resolve complex issues professionally.

Analyze reports and call center data to identify trends, opportunities, and areas for improvement.

Develop and implement processes to improve workflow, customer experience, and operational efficiency.

Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.

Assist with recruiting, hiring, onboarding, and training new employees.

Ensure compliance with company policies, procedures, and industry regulations.

Collaborate with other departments to support organizational goals and improve communication.

Manage scheduling and staffing to maintain appropriate coverage levels.

Create and maintain a positive, motivated, and high-performing work environment.

Monitor quality assurance standards and implement corrective action plans when needed.

Support employee engagement, retention, and career development initiatives.

Prepare operational reports and present updates to senior leadership.

Drive continuous improvement initiatives through feedback, technology, and process optimization.

Other duties as assigned

Regular and reliable attendance

Skills/Competencies/Qualifications:

3+ years Call Center experience

3+ years management experience

High School Diploma or GED

Ability to analyze and interpret data

Ability to meet deadlines amid continually changing priorities

Classification: Exempt

Travel: None

Work Hours: Forty per week, but may vary daily, and some evening and weekend hours may be required