Call Center Manager - In House Local Position

As a Call Center Manager at UFR, your key responsibilities will include hiring and training staff, managing escalated customer inquiries, overseeing performance metrics, and developing training programs for new hires. You will also be involved in strategic planning for outreach efforts while ensuring a high standard of service through quality assurance evaluations.

To qualify for the Call Center Manager position at UFR, a bachelor's degree in Business Administration or a relevant field is preferred. You should have proven experience managing a call center team, with skills in hiring, training, and mentoring staff. Excellent communication and interpersonal skills are essential for engaging with stakeholders and managing customer interactions.

UFR is committed to the ongoing training and development of its Call Center Managers. You'll have the opportunity to develop training programs for new products and technologies, ensuring your team is well-equipped to meet customer needs. Regular quality assurance evaluations will also allow for continuous improvement and skill enhancement.

As a Call Center Manager at UFR, you can expect a supportive and innovative work environment that values collaboration and communication. We prioritize employee engagement, inclusivity, and the professional growth of our team members, ensuring a positive atmosphere that promotes success.

UFR offers a comprehensive benefits package for the Call Center Manager role, including medical, dental, and vision insurance, 401k plans, life insurance, paid time off, and weekly payroll. We believe in taking care of our team members to ensure their well-being and job satisfaction.

To improve call center performance, I will analyze current metrics to identify areas for improvement, implement targeted training programs for staff, and foster a culture of open feedback. Regular performance evaluations will help track progress and adapt strategies as needed.

When handling escalated customer issues, I first listen attentively to the customer’s concerns and empathize with their situation. I then assess the issue before providing a clear plan of action to resolve it, always keeping the customer updated throughout the process.

My experience with team building involves recruiting diverse talent, fostering a collaborative environment, and providing ongoing training for skill development. I prioritize open communication and encourage team members to share ideas to enhance overall morale and performance.

Effective coaching involves personalized feedback, setting clear expectations, and providing constructive criticism. I use role-playing and real-call analysis to guide staff, making sure they feel supported as they develop their skills in a safe environment.

To ensure quality assurance, I conduct regular evaluations of call recordings and performance metrics, provide immediate feedback, and facilitate training sessions that focus on both strengths and areas for improvement, ensuring our standards are consistently met.

My approach involves thorough research and testing of new technologies before implementation. I engage my team in the process, providing the necessary training and support while incorporating their feedback during the transition to ensure a smooth rollout.

I measure team success through both quantitative metrics, such as call resolution rates and customer satisfaction scores, as well as qualitative assessments, which consider employee engagement and feedback from team members about their experiences.

To maintain a diverse workforce, I focus on inclusive hiring practices, actively sourcing candidates from various backgrounds. I also prioritize creating an inclusive culture by encouraging diverse perspectives and ensuring everyone feels valued and heard.

I adapt to changing business needs by staying current with industry trends, listening to customer feedback, and being flexible in my management approach. I encourage my team to be open-minded and ready to pivot when necessary to meet evolving demands.

My ability to connect with my team, combined with my analytical skills and dedication to continuous improvement, sets me apart as a Call Center Manager. I truly believe in empowering my staff, fostering their growth while driving the team's success towards our collective goals.