Outbound B2B Call Center Manager

Job Title: Call Center Manager

Reports To: CEO

Job Overview: The call center manager will be responsible for the day-to-day operations of the center and support the CEO. This role encompasses strategic planning, team management, operational efficiency, and continuous improvement. The ideal candidate will have a proven track record of meeting or exceeding KPIs, enhancing customer satisfaction, and leading change within a call center environment.

Primary Responsibilities:

? Develop and execute strategic plans to enhance operational efficiency and customer engagement.

? Manage all aspects of call center operations including hiring, training, managing staff, scheduling, and payroll.

? Set and monitor KPIs for speed, efficiency, and client satisfaction, ensuring targets are met or exceeded.

? Analyze performance data, prepare reports, and implement strategies to address shortfalls.

? Manage the recruitment, selection, and onboarding process, fostering a high-performance culture and maintaining a positive work environment.

? Provide leadership in change management, guiding the call center through process and technology enhancements.

? Utilize advanced call center systems and software to track performance and customer feedback.

? Ensure compliance with industry regulations and maintain high standards of quality assurance.

? Manage the call center budget, optimizing cost-effective resource allocation.

? Stay informed about industry developments and best practices in call center management.

? Support Business Development Representatives (BDRs) and Inside Sales Representatives (ISRs) by documenting procedures and providing training.

? Prepare and present regular performance reports to upper management.

Requirements:

? Bachelor?s degree in Business Administration or a related field.

? Minimum of four years of managerial experience in a business-to-business (B2B) call center.

? Demonstrated ability to improve call center operations, with a proven track record in achieving KPIs related to operational efficiency and customer satisfaction.

? Strong leadership skills with advanced capabilities in communication, problem-solving, conflict resolution, and team development.

? Proficiency in call center technology including CRM systems, Kixie, Pipedrive, auto-dialers, and workforce management software.

? Excellent analytical abilities to make data-driven decisions.

? Financial acumen in budget management and cost optimization.

Key Competencies:

? Strategic planning and execution

? Change management

? Customer relationship management

? Team development and training

? Resilience and stress management

? Innovation and continuous improvement

Typical Physical Demands and Working Conditions:

? Requires sitting, standing, bending, and a normal range of hearing and vision.

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Benefits:
? Dental insurance
? Health insurance
? Paid time off
? Vision insurance

Shift:
? 8 hour shift

Supplemental Pay:
? Bonus opportunities

Work Location: Remote

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