Call Center Manager
Tempe, Arizona
Contract/Temp to Hire
$35.00 - $40.00 per Hour
Are you an experienced Call Center Manager with a track record of managing high-performing remote teams? Do you have a passion for delivering outstanding customer service while leading a distributed workforce? If so, we’d love to meet you!
LHH Recruiting is seeking a dynamic and results-oriented Call Center Manager on a contract to hire basis for our client in Tempe, AZ. In this role, you will manage a team of remote and in-office call center agents, focusing on optimizing performance, ensuring high-quality service, and implementing strategies to drive operational success.
Key Responsibilities:
- Oversee daily operations of a remote and in-office customer service team, ensuring efficient and effective handling of customer inquiries.
- Lead, mentor, and manage a team of call center agents, including recruitment, training, and performance evaluations.
- Monitor team KPIs (Key Performance Indicators) and analyze data to identify areas for improvement and implement strategies to increase productivity.
- Develop and implement remote work best practices to ensure seamless communication and collaboration within the team.
- Foster a positive team culture while managing remote employees across different time zones.
- Collaborate with other departments to ensure alignment with overall company goals and objectives.
- Handle escalated customer issues and ensure timely resolution to maintain a high level of customer satisfaction.
- Ensure compliance with company policies and industry regulations.
- Manage and forecast call center budgets, staffing needs, and resource allocation.
- Stay updated with industry trends and technology advancements to continuously improve processes.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
- 5+ years of experience managing a call center, with at least 2 years overseeing remote teams.
- Strong leadership and communication skills with the ability to motivate and manage a diverse team.
- Proficient in using call center software and remote work tools (e.g., CRM systems, workforce management platforms, video conferencing tools).
- Demonstrated experience in performance management, coaching, and training remote employees.
- Excellent problem-solving and decision-making skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong analytical skills to monitor KPIs and implement performance improvements.
- Flexibility to work across different time zones as needed.
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.
Call Center Manager
LHH
25 days ago
$35.00 - $40.00 per Hour
Contract/Temp to Hire
Tempe, Arizona
Are you an experienced Call Center Manager with a track record of managing high-performing remote teams? Do you have a passion for delivering outstanding customer service while leading a distributed workforce? If so, we’d love to meet you!
LHH Recruiting is seeking a dynamic and results-oriented Call Center Manager on a contract to hire basis for our client in Tempe, AZ. In this role, you will manage a team of remote and in-office call center agents, focusing on optimizing performance, ensuring high-quality service, and implementing strategies to drive operational success.
Key Responsibilities:
- Oversee daily operations of a remote and in-office customer service team, ensuring efficient and effective handling of customer inquiries.
- Lead, mentor, and manage a team of call center agents, including recruitment, training, and performance evaluations.
- Monitor team KPIs (Key Performance Indicators) and analyze data to identify areas for improvement and implement strategies to increase productivity.
- Develop and implement remote work best practices to ensure seamless communication and collaboration within the team.
- Foster a positive team culture while managing remote employees across different time zones.
- Collaborate with other departments to ensure alignment with overall company goals and objectives.
- Handle escalated customer issues and ensure timely resolution to maintain a high level of customer satisfaction.
- Ensure compliance with company policies and industry regulations.
- Manage and forecast call center budgets, staffing needs, and resource allocation.
- Stay updated with industry trends and technology advancements to continuously improve processes.
Qualifications:
- Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
- 5+ years of experience managing a call center, with at least 2 years overseeing remote teams.
- Strong leadership and communication skills with the ability to motivate and manage a diverse team.
- Proficient in using call center software and remote work tools (e.g., CRM systems, workforce management platforms, video conferencing tools).
- Demonstrated experience in performance management, coaching, and training remote employees.
- Excellent problem-solving and decision-making skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
- Strong analytical skills to monitor KPIs and implement performance improvements.
- Flexibility to work across different time zones as needed.
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records subject to federal contractor requirements and/or security clearance requirements.