Call Center Manager

Reports to the Senior Director – Call Center and Dispatch, the Call Center Manager plays a key role in coordinating and managing the daily activities of the department to ensure efficiency, productivity, and high-quality service delivery to customers.

Working closely with the management team, he or she ensures that performance objectives are met while fostering an engaging, healthy, and talent-retentive work environment.

What you're responsible for:

• Managing the daily operations of the call center to ensure effective coverage, service quality, and adherence to performance indicators.
• Establishing structure, guidelines, regular meetings, evaluations, and continuous improvement initiatives to support call center operations.
• Supporting and coaching supervisors to achieve individual and collective performance goals.
• Reviewing workforce planning on an annual and regular basis and aligning with...