Call Center Manager

Salem, Oregon

Direct Hire

Post Date


Job Id: 60460

Call Center Manager
Our client is seeking an experienced Inbound Call Center Manager to lead and manage our inbound call center team. The Inbound Call Center Manager will be responsible for overseeing the day-to-day operations of the call center, ensuring exceptional customer service, managing team performance, and implementing strategies to improve efficiency and productivity. The ideal candidate will have strong leadership, communication, and interpersonal skills.

This role is onsite 4 days a week in Salem, Oregon.

Call Center Manager Responsibilities
Manage and oversee the daily operations of the inbound call center, including managing call volume, scheduling staff, and monitoring performance metrics.
Implement strategies to improve call center performance, efficiency, and customer satisfaction.
Provide guidance, support, and coaching to call center agents to help them meet performance targets.
Manage call center staff, including hiring, training, and supervising employees.
Develop and maintain policies and procedures for the inbound call center to ensure compliance with company standards and regulations.
Collaborate with other departments to identify and address customer service issues and ensure customer satisfaction.
Maintain accurate records of call center activities and prepare reports for management.
Monitor and analyze call center metrics to identify areas for improvement and implement strategies to achieve targets.
Ensure compliance with company policies and procedures, including data security and privacy regulations.
Manage and maintain call center equipment and technology.
Respond to escalated customer inquiries and complaints in a timely and professional manner.

Call Center Manager Qualifications
Bachelor’s degree in business administration, management, or a related field preferred.
Proven experience managing an inbound call center or customer service team.
Strong knowledge of customer service principles and practices.
Excellent communication and interpersonal skills.
Strong leadership and team management skills.
Ability to multitask, prioritize, and manage time effectively.
Experience with call center software and technology.

Salary: $100,000k-$125,000k/yr. (DOE)

Benefits are available to eligible full-time employees and can include coverage for medical, dental, life insurance, long term disability, 401k with employer match, and wellness programs.

About VanderHouwen
VanderHouwen is an award-winning, Women-Owned, WBENC certified professional staffing firm. Founded in 1987, VanderHouwen has been successfully placing experienced professionals throughout the Pacific Northwest and nationwide. Our recruitment teams are highly specialized in either Technology and IT, Engineering, or Accounting and Finance career markets. Our recruiters value building meaningful, professional relationships with each candidate as well as developing honed knowledge of companies’ staffing needs and workplaces. Partner with us to land your next exciting career.

VanderHouwen is an Equal Opportunity Employer and participates in E-Verify. VanderHouwen does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by applicable local, state or federal civil rights laws.

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