Inbound Call Center Manager

Inbound Call Center Manager
Base Salary: $65,000 - $75,000 + Bonus Potential
Job Type: Full-time
Schedule: Monday to Friday, 8-hour shifts
Location: Cleveland, OH

Job Description
We are seeking an experienced Inbound Call Center Manager to lead our call center operations, drive sales performance, and ensure exceptional customer service. The ideal candidate is a dynamic leader with a strong background in sales management, capable of motivating and managing a high-performing team.
Key Responsibilities:

• Oversee daily call center operations, ensuring team members meet performance targets and KPIs.
• Develop and implement strategies to enhance customer service quality and efficiency.
• Monitor and evaluate calls, providing constructive feedback to improve performance.
• Train, mentor, and coach sales representatives to enhance their skills and effectiveness.
• Handle escalated customer concerns, ensuring timely and satisfactory resolution.
• Analyze call center performance data and present reports to senior management.
• Collaborate with other departments to optimize workflow and customer experience.
• Identify trends in customer inquiries and recommend improvements.
• Recruit, hire, and onboard new team members as needed.

Qualifications:

• 3+ years of experience in a sales management role (Required)
• Call center management experience is preferred but not required
• Strong leadership, coaching, and team management skills
• Excellent analytical and problem-solving abilities
• Outstanding written and verbal communication skills
• Ability to thrive in a fast-paced, high-pressure environment
• Strong organizational skills with keen attention to detail
• Proficiency in Microsoft Office, particularly Excel
• Commitment to delivering exceptional customer service