Call Center Manager Jobs in Massachusetts
A Call Center Manager is a key figure in the customer service industry, responsible for overseeing and managing the daily operations of a call center. They ensure proper functioning of all call center operations, monitor employee performance, develop and implement policies, handle escalated customer service issues, and drive the achievement of customer service targets. In addition, they are responsible for hiring and training new staff, managing budgets, tracking call center metrics, and ensuring compliance with industry regulations and company policies. They play a pivotal role in maintaining customer satisfaction and loyalty by providing excellent customer service and resolving customer complaints effectively.
Important skills for a Call Center Manager to possess include excellent communication skills, both verbal and written, strong leadership and management skills, decision-making skills, problem-solving abilities, and proficiency in relevant computer software. Certifications such as Certified Call Center Manager (e.g., by ICMI) or other relevant qualifications in business administration can be advantageous. Prior to becoming a Call Center Manager, a person may have roles such as Customer Service Representative, Call Center Supervisor, or Team Lead within a call center setting. These roles provide the necessary experience in handling customer queries, managing teams, and understanding the workings of call center operations.
WM Customer Experience Supervisor in Boston , Massachusetts As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color,...
* Opportunity: Contribute To The Growth Of Your Career Responsible for promoting an excellent customer experience. Oversees a team of Associates at front of store ensuring prompt, courteous...
Alternate Locations: Work from Home; Fort Wayne, IN (Indiana) Work Arrangement: Hybrid/Flexible : Work at home and use the office as appropriate for in-person collaboration. Relocation assistance:...
Remote WorkCustomer Service Team Leader Job Type: Permanent Job Sector: Customer Service Region: South East Location: Andover Salary: 30,000 to 34,000 per annum Salary Description: %ufffd30,000 to...
Call Center Coordinator Job Category: Customer Service Requisition Number: CALLC001010 Full-Time On-site Springfield, MA 01103, USA Reports to: Front Office Operations Manager Salary/Status:...
Customer Experience Supervisor I - Holyoke Mall Location: Holyoke, MA, United States - Holyoke Mall PO BOX 10010 Job ID: 1093375 Store Hourly Positions Job Type: Full-Time Date Updated: Feb 24,...
Retail Customer Experience Manager (Full Time)
- Burlington, MA
- 25 days ago
- Burlington, MA
- 25 days ago
Store - BOS-BURLINGTON, MA Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store...
Customer Experience Supervisor I - Wareham Crossing
- Wareham, MA
- 45+ days ago
- Wareham, MA
- 45+ days ago
Customer Experience Supervisor I - Wareham Crossing Location: Wareham, MA, United States - Wareham Crossing 2421 Cranberry Hwy Ste 290 Job ID: 1113734 Store Hourly Positions Job Type: Full-Time...
Demographic Data for Massachusetts
Moving to Massachusetts? Find some basic demographic data about Massachusetts below.
Call Center Manager Online Courses and Training Opportunities
Salary for Call Center Manager Jobs in Massachusetts
Highest Education Level
Call Center Managers in Massachusetts offer the following education backgroundQualifications / Skill Sets
The following top skills are often required or desired to land a Call Center Manager position
- Talent Development
- Call Monitoring
- One Call Resolution
- Call Center Experience
- Inbound
- Service Standards
- Service Sales
- Call Center Management
- Workforce Management
- Expediting
- New Hire Training
- Point-of-Sale System
- Courteous
- Client Services
- Resolution
- Customer Satisfaction
- Merchandising
- Problem Resolution
- Calendar Management
- Performance Management
- Accounts Receivable
- Leadership Development
- People Management
- Cashier Skills
- Customer Relations
- Listening
- Telephone Skills
- Retail
- Staffing
- High School Diploma
- Process Improvement
- Decision Making
- Driving
- Mentoring
- Coaching
- Collaboration
- Multitasking
- Interpersonal Skills
- Sales
- Employee Development
- Reporting
- Critical Thinking
- Policy Development
- Problem Solving
- Teamwork
- Staff Supervision
- Organization
- Customer Service
- Scheduling
- Leadership
- Training and Development
- Communication Skills
Other Career Titles
Here are some other career titles that require similar skills
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