Call Center Manager Jobs in Henrietta, NY
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.
- Webster, NY (14 miles from Henrietta, NY)
- 9 days ago
- Webster, NY (14 miles from Henrietta, NY)
- 9 days ago
The Customer Service Team Leader is responsible for supporting the Store Manager by serving as the Manager on Duty (MOD) assuring safety, sales, production, programs and services, and other...
Call Center Supervisor - Remote - Must live in NY state
- Rochester, NY (7 miles from Henrietta, NY)
- 23 days ago
- Rochester, NY (7 miles from Henrietta, NY)
- 23 days ago
Handle escalated calls. Monitor and review individual and team performance....
Remote WorkDemographic Data for Henrietta, NY
Moving to Henrietta, NY? Find some basic demographic data about Henrietta, NY below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Henrietta, NY
Highest Education Level
Call Center Managers in Henrietta, NY 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
- Inbound
- Escalation Management
- Service Standards
- Service Sales
- New Hire Training
- Call Center Management
- Expediting
- Workforce Management
- Courteous
- Resolution
- Point-of-Sale System
- Claims
- Customer Satisfaction
- Team Leading
- Performance Management
- People Management
- Calendar Management
- Problem Resolution
- Merchandising
- Accounts Receivable
- Cashier Skills
- Referrals
- Collections
- Staffing
- Retail
- Listening
- Decision Making
- High School Diploma
- Military Background
- Telephone Skills
- Customer Relationship Management
- Driving
- Coaching
- Mentoring
- Investigation
- Critical Thinking
- Collaboration
- Multitasking
- Policy Development
- Team Building
- Problem Solving
- Sales
- 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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