Call Center Manager

Call Center Manager Essential Duties and Responsibilities: Oversee the daily operations of a call center team to ensure performance metrics are met. - Maintain updated knowledge of the Call Center performance requirements as well as corporate and project policies and procedures. Provide updates to staff regarding these policies and procedures. - Evaluate the need for training to ensure that staff maintains current knowledge of multiple programs. - Address inadequate quality issues with Supervisory team in relation to reviews and corrections of calls monitored. - Monitor performance goals and objectives for the call center staff and complete daily and weekly reports. - Provide leadership with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels. - Monitor call center compliance with ISO standards as applicable. - Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures pertinent to the Call Center. - Monitor and evaluate performance, write performance appraisals, and provide corrective actions as needed. - Responsible for identifying and resolving issues, problems, and concerns with employees. - Recommend changes to policies and establish procedures and assist in the implementation of process improvements when necessary. - Provide direction to staff when complaints are escalated to management level.