Call Center Manager Jobs in Boston, MA
A Call Center Manager is a key figure in the customer service industry, responsible for overseeing and managing the daily operations of a call center. They ensure proper functioning of all call center operations, monitor employee performance, develop and implement policies, handle escalated customer service issues, and drive the achievement of customer service targets. In addition, they are responsible for hiring and training new staff, managing budgets, tracking call center metrics, and ensuring compliance with industry regulations and company policies. They play a pivotal role in maintaining customer satisfaction and loyalty by providing excellent customer service and resolving customer complaints effectively.
Important skills for a Call Center Manager to possess include excellent communication skills, both verbal and written, strong leadership and management skills, decision-making skills, problem-solving abilities, and proficiency in relevant computer software. Certifications such as Certified Call Center Manager (e.g., by ICMI) or other relevant qualifications in business administration can be advantageous. Prior to becoming a Call Center Manager, a person may have roles such as Customer Service Representative, Call Center Supervisor, or Team Lead within a call center setting. These roles provide the necessary experience in handling customer queries, managing teams, and understanding the workings of call center operations.
Overview This is a fully remote position. However, there is mandatory onsite training for the first 6-8 weeks. The Dental School Call Center department is responsible for answering incoming phone...
RemoteMaximus is currently seeking Call Center Supervisors to support the Federal Emergency Management Agency (FEMA). FEMA's mission is to help people before, during, and after disasters. In this...
Remote TemporaryManager - Call Center (FEMA Temporary and Remote)
- Maximus
- Boston, MA
- 4 days ago
- Boston, MA
- 4 days ago
Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored....
Remote TemporaryCustomer Experience Supervisor
- The TJX Companies, Inc.
- Sudbury, MA (18 miles from Boston, MA)
- 15 days ago
- Sudbury, MA (18 miles from Boston, MA)
- 15 days ago
At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. You'll be part of our vibrant team that embraces diversity, fosters collaboration, and prioritizes...
In PersonJobs Boston, MA Call Center Manager- IFG Humana Call Center Manager- IFG Boston, MA Apply Become a part of our caring community The Innovative Financial Group (IFG) Call Center Manager is responsible...
RemoteCall Center Coordinator - School of Dental Medicine
- Tufts University
- Boston, MA
- 90+ days ago
- Boston, MA
- 90+ days ago
Overview This is a fully remote position. However, there is mandatory onsite training for the first 6-8 weeks. The Dental School Call Center department is responsible for answering incoming phone...
RemoteDemographic Data for Boston, MA
Moving to Boston, MA? Find some basic demographic data about Boston, MA below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Boston, MA
Highest Education Level
Call Center Managers in Boston, MA offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Call Center Manager position
- Talent Development
- Retail Management
- Call Monitoring
- One Call Resolution
- Call Center Experience
- Service Sales
- Inbound
- Escalation Management
- Call Center Management
- Workforce Management
- New Hire Training
- Resolution
- Courteous
- Financial Services
- Point-of-Sale System
- Problem Resolution
- Merchandising
- Telecom
- Calendar Management
- Performance Management
- People Management
- Customer Satisfaction
- Onboarding
- Cashier Skills
- Referrals
- Staffing
- Retail
- Decision Making
- Military Background
- Listening
- Events
- Driving
- Coaching
- Quality Assurance
- Mentoring
- Spanish
- Policy Development
- Reporting
- Critical Thinking
- Multitasking
- Collaboration
- Sales
- Microsoft Office
- Staff Supervision
- Scheduling
- Teamwork
- Customer Service
- Leadership
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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