Call Center Manager

Full Job Description

The role of the call center manager will be to supervise the outbound dialing team and listen to recordings to ensure calls are being handled correctly. You will be helping with disposition reporting as well as coordinating and reporting to management the effectiveness of certain campaigns versus others. This role requires being able to read, write and speak english fluently. We work in the Mass Tort space (Class Action Lawsuits) and you will need to learn about the different law suits we work with. This will require a fast learner who has a strong attention to detail and strong recollection.

Job Responsibilities

-Pull disposition reports

-Coordinate with our IT Manager to optimize effective calling schedule.

-Listen to recordings of calls and identify what could have been done better.

-Communicate with agents and answer questions they may have.

-Be on standby to take manager calls that need to be escalated

-Come up with solutions and improvements to deliver a higher conversion rate for our leads.

Job Requirements

-5 years of experience working in call centers

-fluent proficiency in english

-strong internet connection with wired headset

-fast learner

-experience as a manager

Skills Required

• Admin Support - Intermediate
• Cold Calling - Expert

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