Call Center Manager

They will oversee the scheduling and management of call center agents to meet service level objectives and maximize resource utilization. This position also provides administrative support for the division’s hiring and onboarding processes, analyzes historical and current call volume data to determine appropriate staffing levels, and supports workforce wellness initiatives.

Responsibilities:

• Analyze contact center patterns, including volumes, trends, and attrition rates to identify call center scheduling needs
• Utilize the analysis results to forecast contact center workload and build scheduling plans to meet service level objectives
• Work with management team to maintain and adjust staffing schedule assignments to ensure contact center key performance indicators are met
• Track and maintain list of current open positions and provide administrative support during the hiring process
• Maintain accurate records of candidate applications, resumes, and interview feedback.
• Conduct candidate screenings, coordinate interviews, verify references, and communicate with applicants
• In collaboration with Operations Manager and Center Functions Manager, develop onboarding protocol for equipment and account management
• Work with other technology personnel to troubleshoot technology issues when necessary
• Plan and coordinate wellness, recognition, and appreciation activities for the division
• Accept and perform other duties as assigned to contribute to the overall success of Contact’s mission and goals.
• 2-5 years of experience in a call center required
• Previous experience in a non-profit organization is preferred but not mandatory
• Proficiency in handling inbound and outbound calls
• Demonstrated skills in call center customer service
• Ability to provide top-notch customer service
• Experience with data entry tasks
• Excellent email correspondence abilities
• Strong verbal and written communication skills
• Ability to multitask and manage time effectively
• Associates degree required