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Call Center Manager

Job Description:


Managing daily operations of the call center; to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors, or problems, strives to maintain a high-quality call center, ensuring a pleasant work environment, and building team spirit and cohesiveness.

Primary Job Functions include, but are not limited to:

  • Liaison between other departments and interpreting team; Assist with other administrative functions as requested by the Vice President of Operations.

  • Ensure the highest level of quality service is delivered to all consumers; help create and deliver a quality assurance program for the team.

  • Maintain daily operational details, reports, and center metrics; fill out Customer Contact forms and handle consumer complaints and/or recommendations.

  • Ensure call center goals and objectives are met in a timely manner

  • Manage and approve staff leave and time off requests

  • Meet or exceed Key Performance Indicators

  • Coordinate with HR to recruit interpreters

  • Handle all emergency issues. Related to call center operations.

  • Resolve customer complaints or answer customers' questions regarding policies and procedures.

  • Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.

  • Review records or reports pertaining to activities such as production, payroll, and individual work activities.

  • Prepare and issue work schedules, deadlines, and assignments.

  • Evaluate employees' job performance and ensure team members comply with regulations. Recommend appropriate personnel action when necessary.

  • Train or instruct employees on job duties and company policies.

  • Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.

  • Implement corporate or departmental policies, procedures, and service standards in conjunction with management.

  • Coordinate activities with other supervisory personnel or with other work units or departments.

  • Ability to effectively present information and respond to questions from groups of employees, managers, and customers.

  • Excellent written and oral communication skills

  • Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

  • Using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

  • Conflict resolution assisting others to reconcile differences.

Job Requirements/Typical Qualifications:


Computer Skills - Proficient in: Microsoft Office 365, Word, Excel, PowerPoint,

Employment Type: Full-Time

Job Type: Human Resources, Executive, Management

Education: Bachelor’s degree

Experience: 15 years of experience preferred:

Customer Service Experiance: 10 years

Call Center Experiance: 10 years

Call Center Management: 10 years

Industry: Education - Teaching - Administration, Telecommunications, Other Great Industries

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