Job Description

Desired Skills and Experience:

• 5+ years of experience as a Call Center Manager
• Experience working in professional services
• Experience implementing and improving processes
• Experience managing at least 20+ person teams
• Tech Savvy/CRM experience

Plusses:

• Law Firm experience
• Experience with RingCentral or Salesforce

Day-to-day:

Insight Global is seeking a Call Center Operations Manager for one of our clients based in northern New Jersey. This role will be an onsite position and will be managing a team of close to 20 individuals.

We are seeking an experienced and dynamic Call Center Manager to lead our customer service operations in Northern New Jersey. The ideal candidate will have a proven track record in managing large call center teams, driving performance improvements, and ensuring exceptional customer service. This role requires strong leadership, strategic thinking, and the ability to foster a positive and productive work environment.

Key Responsibilities will include but not limit:

• Oversee daily operations of the call center, ensuring efficient and effective service delivery.
• Develop and implement strategies to improve customer satisfaction, call quality, and operational efficiency.
• Monitor key performance indicators (KPIs) and provide regular reports to senior management.
• Lead, mentor, and develop a team of call center managers and agents.
• Manage staffing levels, including recruitment, training, and scheduling.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with other departments to align call center operations with overall business objectives.
• Stay updated on industry trends and best practices to continuously enhance call center performance.

Compensation:

$130.000 to $150,000 per year annual salary. Exact compensation may vary based on several factors, including skills, experience, and education.

Benefit packages for this role may include healthcare insurance offerings and paid leave as provided by applicable law.

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