Blog - EarthLink.

Call Center Manager

Job Title
Call Center Manager
Job ID
ATLANTA,  GA 30328
Other Location

EarthLink, a leading provider of Internet Services, is seeking an experienced Call Center Manager to oversee all day-to-day Call Center operations to join our team.  In addition to managing the Call Center, the Manager will assist with process improvement and best-in-class customer service to drive success.

The Call Center Manager must be detail-oriented, reliable and results-driven to solve problems and drive strategic objectives.

Job Responsibilities:

  • Demonstrate leadership within the department that ensures consistent quality service.
  • Establish technical specifications, production, productive and strategic plans and department initiatives.
  • Oversee hiring, training and team development to maintain high productivity and customer service standards.
  • Knowledge in performance evaluation and customer service calls metrics.
  • Accountable for tracking, coaching and developing staff for success
  • Ensure processes are documented and business objectives are met.
  • Act as key subject matter with operations service delivery.
  • Manage the daily operations of the Call Center.
  • Communicate job expectations and enforce policies and procedures.
  • Ensure compliance with all regulatory requirements are met.
  • Accomplish organizational success by adding value to the department accomplishments.
  • Establish and meet performance goals for customer success and quality of services.
  • Collaborate with WFM to maximize scheduling of call center agents.
  • Process reports for both usage and customer services.
  • Expeditiously assist with after hours questions and concerns.
  • Monitor Call Center staff queue database for accuracy and timeliness.
  • Assist with other duties as assigned and required.*

Required Skills: *

  • Commitment to excellence – quality driven.
  • Exceptional verbal and written communication skills.
  • Ability to coach and train staff by using various automated platforms.
  • Strong knowledge of team building and conduct monthly employee meetings.
  • Excellent customer service skills.
  • Must be proficient in MS Office.

Option 1: Create a New Profile