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Hire Up Staffing has partnered with a top law firm in San Antonio seeking a call center operations manager to join their team. This is a positive, fast-paced envrionment where they are constantly going above and beyond for all their clientele
- Develop objectives for the call center’s day-to-day activities
- Assist in the development and implementation of call center shifts and calendars to ensure coverage and efficiency
- Conduct effective planning to maximize call center employee productivity
- Collect and analyze call center statistics (customer service metrics, etc.)
- Analyze labor costs when hiring client service representatives
- Hire, coach, and provide training to maintain high customer service standards
- Assist in editing additional training materials as needed
- Monitor and improve telephone handling, customer service, and other procedures
- Evaluate performance within the call center with key metrics such as call accuracy, call-waiting times etc.
- Prepare reports for management
- Bachelor’s Degree and/or 3+ years of call center management experience
- Customer service experience preferred
- Familiarity with Five9 or other CCaaS solutions is a plus
- Fluent/proficient in Spanish is a plus
