Call Center Manager

A Call Center Manager manages and leads the overall call center operations, with the primary role of ensuring efficient workforce utilization, appropriate staffing and scheduling, and consistent achievement of operational performance targets.

TASKS:

• Managing the day-to-day planning, operations, and problem-solving of the call center to meet required targets and operational goals
• Overseeing workforce management, including staffing requirements, forecasting, capacity planning, scheduling, and attendance management
• Managing staffing and scheduling to ensure appropriate workforce coverage based on call volume, business requirements, and operational needs
• Monitoring key performance metrics and identifying trends, gaps, and opportunities for improvement across the call center
• Analyzing operational data and preparing regular reports on productivity, performance, staffing, service levels, and other key performance indicators
• Working with leadership and relevant stakeholders to develop and implement action plans based on operational data and performance results
• Identifying patterns and potential operational issues through data analysis and providing recommendations to improve efficiency, productivity, and overall call center performance
• Managing and addressing operational concerns, escalations, and challenges that may impact service delivery, staffing, or team performance
• Collaborating with team leaders, supervisors, and other departments to ensure alignment of staffing, scheduling, performance expectations, and operational requirements
• Ensuring that call center processes, procedures, and workforce management practices are consistently followed and optimized as business needs change

Requirements

QUALIFICATIONS:

• A Degree in a medical or healthcare-related field is preferred
• At least three years of Call Center/Contact Center/Operations Management experience, with strong knowledge of workforce management and operational processes
• Experience in workforce management, staffing, scheduling, forecasting, and capacity planning
• Strong understanding of call center performance metrics, KPIs, and operational reporting
• Highly proficient in the English Language (Both written and oral)
• Strong analytical and problem-solving skills with the ability to interpret operational data and identify trends and opportunities
• Can perform under pressure and work alongside high-level professionals in a team environment
• Must be efficient with MS Office applications and Google Suite, particularly Excel/Google Sheets for data analysis and reporting
• Strong communication and stakeholder management skills