CALL CENTER MANAGER

Call Center Manager Reports to Director of Call Center Operations Location Portland, Oregon or Phoenix AZ Certified Languages International (CLI) is a full-service language company specializing in over-the-phone interpreting, video remote interpreting, document translation services, and assessment services for interpreting skills and language proficiency.
Since our inception in 1996, thousands of organizations across the country have relied on CLI to help them communicate with a growing demographic of limited English proficient speakers.
We support a variety of industries including healthcare, government, utilities, hospitality, etc.
, with over 200 languages available 24/7/365.
Job Description and Key Responsibilities CLI is looking for a call center manager to supervise our Portland, Oregon, call center team of 50 -60 employees.
The ideal candidate will be an exceptional leader who will oversee all aspects of the daily operations within the call center and work with the leadership team to determine best practices to support CLI’s goals and objectives.
This position requires a highly analytical and strategic leader with the ability to thrive in a fast-paced environment.
The call center manager will be responsible for developing talent and ensuring delivery of outstanding service.
Manage department to effectively meet call center metrics including service levels, customer satisfaction, schedule adherence, quality, productivity, and attendance goals Manage initiatives for improving employee satisfaction and retention, while streamlining quality and productivity standards for the call center Monitor tracking of monthly metrics Monitor call volume and recommend adjustments to staffing to meet the projected demand Identify and resolve operational problems using defined processes, expertise, and sound judgment Work with executive team to determine and understand call center operational strategies, including conducting needs assessments, performance reviews, capacity planning, and cost-benefit analysis Maintain and improve call center operations by optimizing performance, identifying and resolving problems, and preparing and completing action plans Conduct training meetings with call center staff Maintain an effective quality program to increase employee and customer satisfaction Provide excellent customer service to customers, interpreters, and CLI employees Coordinate and supervise daily, weekly, and/or monthly tasks for team members Coordinate work activities with other supervisors, managers, departments, etc.
Provide coaching, feedback, and annual performance reviews as well as formal corrective action to call center staff Maintain a positive, professional influence on team members and lead by example Assist with hiring and advancement of employees Review, change, and improve processes where necessary to facilitate continuous departmental improvement in line with enhancing customer experience and organizational efficiency Perform other duties as assigned.
Knowledge, Skills, and Abilities Required Prior working knowledge of call center productivity statistics, service levels, first call resolution, call abandonment, wait time, call wrap-up time, and scheduling Knowledge of workforce management systems (Genesys Optimizer preferred) and an ability to manage, report on, and improve call center performance Strong attention to detail and accuracy; a commitment to excellence and desire to continuously look for improvement opportunities Excellent communication and interpersonal skills; ability to assist all levels of employees, including executives, directors, and third-party stakeholders such as auditors Ability to concisely communicate (in writing and orally) status and other issues to employees in a timely manner Strong time management skills and ability to prioritize projects Comfortable with taking a hands-on approach in all areas of customer service Strong leadership skills with willingness to learn Ability to concisely communicate (written and verbally) status and other issues to employees in a timely manner.
Ability to anticipate, prepare for, and meet service levels Maintain a calm, professional attitude at all times Ability to work in an environment with diverse individuals and groups Must possess ability to effectively collaborate and work cooperatively with others Demonstrate strong analytical and problem resolution skills Strong conflict management, teambuilding, and motivational skills Ability to handle difficult conversations in a professional manner Experience running and reading reports Knowledge of call center technologies including ACD, IVR, and VoIP; ability to communicate with IT staff and participate in problem resolution efforts with various teams Maintain availability after hours and on weekends Education and/or Experience Bachelor’s degree strongly preferred Minimum of 5 years in a call center manager role At least 3 years of prior supervisory/leadership experience At least 3 years of experience in analyzing and solving customer problems in a call center, the language industry, or a customer service environment An equivalent combination of education and experience may be considered Requires strong proficiency in a variety of software including Microsoft Office Suite (Excel, Word, Outlook, and PowerPoint) and workforce management tools (Genesys Optimizer preferred) Supervisory Responsibility This position manages all employees in the department and is responsible for performance management and assisting with hiring employees within the department.
Work Environment CLI is an interpreting agency that provides customers with telephone interpreting services 24 hours a day, seven days a week, 365 days a year.
Our Operations Department is a call center environment where workers are required to sit at their desks for long periods of the day.
Duties may often require more than 40 hours a week 24/7 operation will increase likelihood of “off-hours” calls 24/7 schedule; schedules are based on company need so this may change Physical Demands This position requires the ability to sit for long periods of time and multitask, hear and converse clearly over the telephone, key frequently on a computer, and regularly use vision to focus on monitors.
This is a semi-sedentary position working in a fast-paced call center environment.
Position Type/Expected Hours of Work This is a full-time position.
Days and hours of work are Monday through Friday, core business hours.
Travel No travel is expected for this position.