Call Center Manager


Strategic Staffing Solutions

Job Title: Call Center Manager

Location(s): Birmingham, AL or Tupelo, MS (on-site)

Salary: $100k – $130k

Duration: Permanent

This is a Direct Hire Opportunity with our client that MUST be worked on a W2 ONLY, NO C2C eligibility for this position.

Job Description / Duties:

  • Develop, implement, and monitor department goals, objectives, and strategies.
  • Assist in developing an annual department forecast taking into consideration the department business plan, historic expenditures, staffing expenses, anticipated capital expenditures, training expenses and operating expenses.
  • Develop and implement a department staffing plan.
  • Identify staffing needs, schedule, and measure staff performance.
  • Review job functions to ensure maximum efficiency and recommend staffing changes as necessary.
  • Assist Workforce Manager with aligning service levels, follow up work and employee engagement to provide the best member experience.
  • Assist Quality Analyst with developing and maintaining a program that focuses on first call resolution, best customer experience and collaboration with Experience Managers.
  • Assist Training team with development and implementation of curriculum for new hire training and ongoing education.
  • Assist Supervisors with a career development plan for employees by identifying personnel career goals, identifying individual strengths and areas for improvements.
  • Establish and evaluate employee performance by setting and reviewing performance standards with employees, reviewing employee evaluations on schedule, and conducting disciplinary actions as needed.
  • Measure department performance relative to goals and objectives by communicating goals and objectives to staff, preparing daily, weekly and/or monthly reports, and communicating progress to staff and management.
  • Assist in maintaining and enhancing the interactive voice response system as the business owner.
  • Manage third-party vendor relationships.
  • Planning and supervising changes and managing the daily operations of Contact Center.

Required Qualifications:

  • Must have managed at least a 200+ person call center within the financial industry.
  • BA/BS Degree is required.
  • 5-8 years of Contact Center Management experience required.
  • Must have managed 200+ associates across more than one location.
  • Proven ability to support a strong member/customer service culture.
  • Excellent problem-solving and communication skills.
  • Ability to develop and motivate leaders.
  • Should be able to set, satisfy and exceed targets.


  • Relocation assistance offered.
  • Eligible for annual bonus.

Job ID: JOB-220132
Publish Date: 28 Feb 2023

Tagged as: Call Center Manager