Call Center Manager Jobs in Dorchester, 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.
Customer Experience Supervisor
- Salem, MA (16 miles from Dorchester, MA)
- 8 hours ago
- Salem, MA (16 miles from Dorchester, MA)
- 8 hours ago
Salem Five is a growing regional financial services organization with a rich history of over 160 years. As an independent bank, we are deeply rooted in the communities we serve and offer our...
Contact Center Supervisor (Brockton)
- Brockton, MA (15 miles from Dorchester, MA)
- 24 days ago
- Brockton, MA (15 miles from Dorchester, MA)
- 24 days ago
The Department of Unemployment Assistance (DUA) administers the Unemployment Insurance (UI) program which provides temporary income assistance to Massachusetts workers who are unemployed through...
Position Title: Call Center Team Lead Level III Department: Call Center Supervisor: Call Center Supervisor Status/Hours per week: Non-exempt / 40 hours Primary Function: Provide exceptional and...
Customer Experience Supervisor
- Boston, MA (3 miles from Dorchester, MA)
- 29 days ago
- Boston, MA (3 miles from Dorchester, MA)
- 29 days ago
TJ Maxx At TJX Companies, every day brings new opportunities for growth, exploration, and achievement. Youll be part of our vibrant team that embraces diversity, fosters collaboration, and...
Contact Center Supervisor - SME
- Boston, MA (3 miles from Dorchester, MA)
- 45+ days ago
- Boston, MA (3 miles from Dorchester, MA)
- 45+ days ago
Responsible for supervising direct reports who provide assistance, services, resources, referrals, and consultation on various Non-Medical Counseling (NMC)/Employee Assistance Programs (EAP) and...
Retail Customer Experience Manager (Full Time)
- Burlington, MA (15 miles from Dorchester, MA)
- 60+ days ago
- Burlington, MA (15 miles from Dorchester, MA)
- 60+ days ago
Store - BOS-BURLINGTON, MA Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store...
Demographic Data for Dorchester, MA
Moving to Dorchester, MA? Find some basic demographic data about Dorchester, MA below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Dorchester, MA
Highest Education Level
Call Center Managers in Dorchester, 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
- One Call Resolution
- Call Monitoring
- Call Center Experience
- Inbound
- Service Standards
- Service Sales
- Customer Service Management
- Expediting
- Call Center Management
- Workforce Management
- Courteous
- Point-of-Sale System
- Resolution
- Claims
- Customer Satisfaction
- Merchandising
- Performance Management
- Team Leading
- Liaison
- Accounts Receivable
- Referrals
- General Office Duties
- Telephone Skills
- Staffing
- Listening
- High School Diploma
- Retail
- Military Background
- Conflict Resolution
- Implementation
- Verbal Communication
- Driving
- Investigation
- Typing
- Auditing
- Documentation
- Mentoring
- Collaboration
- Employee Development
- Multitasking
- Coaching
- Inventory Management
- Sales
- Microsoft PowerPoint
- Policy Development
- Problem Solving
- Microsoft Office
- Microsoft Excel
- Time Management
- Teamwork
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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