Job Description

Job Description

Job Description

Call Center Manager

A company in Baltimore, MD is looking for a Call Center Manager to join their team. In this role, you will lead a team of 12-14 call center agents in a fast-paced environment with a high volume of over 200 calls per day. Your primary responsibility will be to ensure the effective and efficient operation of the call center, delivering exceptional customer service while meeting performance targets and maintaining high standards of quality.

This position offers a salary range of $85-95k, commensurate with experience.

Responsibilities:

• Manage Call Center Operations
• Supervise Call Center Agents.
• Oversee customer calls, providing accurate and satisfactory answers to queries.
• De-escalate situations with dissatisfied customers
• Call clients to inform them about new products, services, and policies.
• Guide callers through troubleshooting
• Assist in training new employees on service agreements.
• Comply with all regulatory policies.
• Conduct periodic training on policies outlined in the Compliance Training Manual.

Requirements:

• Minimum of three years of banking or customer service experience.
• Experience managing a team in a Call Center environment.
• Excellent active listening, interpersonal, and rapport-building skills.
• Strong critical thinking, problem-solving, and time management skills.
• Computer literacy; troubleshooting skills.
• Proficient in phone skills, including familiarity with complex or multi-line phone systems.

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