Job Description

Location: Hybrid in Littleton, MA
Pay : $80k+

The Call Center Manager is responsible for overseeing all aspects of the call center operations, ensuring efficiency, high-quality service, and optimal performance. This role manages teams handling inbound and outbound calls, dispatching services, technical support, and coordination with third-party outsourcing partners. The Call Center Manager will drive customer service excellence, operational effectiveness, and process improvements to support business objectives. 

KEY ACCOUNTABILITIES:

• Lead, develop, and motivate a team of call center agents handling customer inquiries, dispatches, and outsourced support services. 
• Establish performance expectations, conduct evaluations, and provide coaching to ensure high productivity and customer satisfaction. 
• Oversee call center operations, including inbound and outbound calls, dispatch coordination, technical support, and third-party call center partnerships. 
• Implement and monitor key performance indicators (KPIs) for call handling, response times, issue resolution, and customer satisfaction. 
• Develop strategies to enhance customer experience, streamline processes, and improve efficiency. 
• Ensure compliance with service level agreements (SLAs) and quality assurance standards. 
• Manage relationships with external outsourcing partners, ensuring alignment with company objectives and service quality expectations. 
• Analyze call center performance data and trends to identify areas for improvement and cost reduction. 
• Collaborate with internal teams such as IT, Operations, and Customer Support to address technical issues and optimize workflow. 
• Implement training programs to enhance agent skills in customer service, problem-solving, and technical support. 
• Develop and manage departmental budgets, monitor expenses, and implement cost-control measures. 
• Ensure compliance with company policies, industry regulations, and data security standards. 

EDUCATION + EXPERIENCE + KEY TRAITS:

• Bachelor's degree in business administration, communications, management, or a related field. 
• Proven experience in call center management, customer service leadership, or a similar role. 
• Strong leadership, coaching, and team-building skills. 
• Ability to develop and implement strategies that drive efficiency and customer satisfaction. 
• Excellent problem-solving and decision-making abilities. 
• Strong communication skills, with the ability to interact effectively with employees, management, and third-party vendors. 
• Proficiency in call center software, CRM systems, and data analytics tools. 

TYPICAL PERFORMANCE TARGETS:

• SERVICE DELIVERY: Achieve and maintain high customer satisfaction scores, meeting SLA targets. 
• OPERATIONAL EFFICIENCY: Improve call handling times, dispatch accuracy, and first-call resolution rates. 
• COST OPTIMIZATION: Streamline operations to maximize efficiency and reduce costs. 
• INNOVATION: Implement new technologies and process improvements to enhance service quality and operational performance. 

LANGUAGE SKILLS:

• Primary language used in daily operations is English. Additional company languages include Spanish and French. 
• Ability to read and interpret documents, reports, and customer communications. 
• Strong verbal and written communication skills for interactions with customers, team members, and leadership. 

SUPERVISION:

• Directly manages call center staff, including customer service representatives, dispatch coordinators, and technical support teams. 
• Oversees indirect reports and external partners responsible for outsourced call handling and customer support. 

DECISION MAKING + REASONING:

• Accountable for decision-making related to call center operations, process improvements, and resource allocation. 
• Ability to assess complex situations, analyze data, and implement solutions that improve customer experience and efficiency. 
• Balance business objectives with customer needs and operational constraints. 

WORKING RELATIONSHIPS:

• Internal: Senior Management, IT, Operations, and Customer Support teams. 
• External: Outsourced call center partners, technology vendors, and third-party service providers. 

Peak Technologies provides end-to-end enterprise mobility, managed services, printing and mobile data capture solutions for performance-driven organizations focused on the optimization of supply chain and field-based business processes. Peak Technologies' in-depth industry-specific experience, state-of-the-art solutions and managed services, and exemplary customer support provide transformational business solutions and results that deliver greater ROI and outstanding value.Peak Technologies serves as a trusted business partner for some of the world's largest companies, while also supporting local and regional customers with an extensive coverage footprint throughout North America and Europe.

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