Full-Time Call Center Manager

• Lead and mentor a team of Client Support Representatives and Quality Analysts.
• Oversee all inbound call handling via a multi-line phone system.
• Analyze call volume data daily to maintain appropriate staffing levels.
• Proactively adjust schedules and support recruitment efforts to reduce overflow calls.
• Ensure QA team conducts consistent reviews and delivers coaching during weekly sessions.
• Monitor team KPIs, deliver feedback, and implement performance improvement plans.
• Prepare and present monthly, quarterly, and annual performance reports.
• Maintain and revise Standard Operating Procedures (SOPs) and training materials.
• Collaborate with HR on hiring, onboarding, and offboarding.
• Submit Monthly VA Hours to HR and conduct formal employee evaluations.
• Attend additional in-person corporate trainings when scheduled.

• Fluent in English and Spanish.
• Computer with Core I5 or above, a minimum of 12 GB of Ram; and Windows 10.
• Internet speed must be 35Mbps Download and 15Mbps Upload.
• USB noise cancelling headsets and Webcam.
• Consistently on time and reliable.
• Excellent written and verbal communication skills.
• Proficiency in using computers and relevant software.
• Strong multitasking and time-management skills.
• Strong phone contact handling skills and active listening abilities.
• Passion for delivering exceptional customer service.
• Ability to handle customer complaints and provide appropriate solutions.
• Adapt to a fast-paced and changing work environment.
• Keen eye for detail.

• Computer: Windows 10, Intel i5 (8th Gen+) or 2ghz and 8 cores, 16 GB RAM, 256 GB SSD; macOS 11 (Big Sur+), Apple M1 or Intel i5, 8 GB RAM, 256 GB SSD
• Display: Full HD (1920x1080)
• Network: Wired Ethernet preferred; 5 GHz Wi-Fi acceptable. 30 Mbps download, 15 Mbps upload. Latency: Under 100 m.
• Other: Noise-canceling headset with a 3.5mm connection. 720p webcam.

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