Position Summary The Call Center Manager is responsible for leading and overseeing the daily operations of the Call Center. This role ensures high-quality customer service, operational efficiency, regulatory compliance, and achievement of performance goals. The Call Center Manager provides strong leadership to call center staff, promotes a culture of service excellence, and supports organizational objectives through effective team development and operational oversight. Duties and Responsibilities Manage daily Call Center operations and ensure regulatory compliance. Hire, train, coach, and evaluate call center staff. Monitor performance metrics (service levels, call volume, wait times, sales goals). Oversee scheduling, staffing, payroll approvals, and workflow. Resolve escalated call issues and report results to senior leadership. Qualifications High school diploma required; 5+ years of call center experience, with a minimum of 2 years in call center management. Strong knowledge of financial services operations, products, and policies. Proven leadership and performance management skills. Strong communication, decision-making, and multitasking abilities. Proficiency in MS Office and call center systems. #J-18808-Ljbffr
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