Call Center Manager

Job Summary

Managing the daily operations of a collections team, the full-time Call Center Manager will oversee staff performance, strategic planning, and budget development while ensuring compliance with quality and financial targets in a remote environment.

Key responsibilities:

• Oversee day-to-day activities of call center operations, ensuring compliance with service level agreements and key performance indicators
• Develop and implement annual operating budgets while providing fiscal direction for the department
• Lead and develop a team of Assistant Call Managers to enhance productivity and maintain a high-performance culture

Required qualifications:

• Minimum 3 years of management experience in an inbound/outbound contact center
• Bachelor's degree or equivalent experience in a contact center or business-related field
• Proficiency in Microsoft Office Suite; Workday experience is a plus
• Demonstrated ability to make timely, decisive decisions and adapt to changing environments
• Experience in developing and implementing policies and procedures within a contact center setting