Call Center Manager

Job Overview
Job Order:JO00018255
Date Posted:Jun 27
Category:4 - Clerical/Administrative
Metro Area:

Looking for a Call Center Manager for our client located in Troy, MI. This is a contract to direct position.


The Call Center Manager is responsible for the daily oversight and management of the team of supervisors charged with achieving client deliverables through high performance teams of customer service representatives. Responsibilities include supervising daily operations and performance while aiming for maximum efficiency and cost-effectiveness in the call center.

Essential Duties and Functions: .

  • Develop objectives for the call center’s day-to-day activities.
  • Ensuring staff understands and comply with all call center objectives, performance standards and policies.
  • Provides regular reflective supervisor to enhance skills, knowledge, and to support personal and professional development.
  • Answering agent questions regarding best practices or difficult calls.
  • Review statistical reports with management/agents to identify trends and assess performance.
  • Ensure that project deadlines are met for goals, objectives, and special projects.
  • Assist in the overall performance standards by answering incoming calls, handling escalated calls, and conducting outgoing calls as needed to achieve goals.
  • Measure performance with key metrics such as call abandonment, average speed of answer and average talk time.
  • Anticipate escalation and take over call when needed.
  • Results-driven – the ability to manage multiple queues to meet client expectations regarding average speed of answer; abandonment rate, and quality goals.


  • High School Diploma/GED
  • College Degree Preferred
  • Proficient with MS Office
  • Advanced conflict resolution skills required
  • 3+ years’ experience in a call center environment
  • Flexibility with work schedule

If you are a high performer and would like to work for an equally high performing company and you think the above opportunity is appropriate for you, we invite you to apply to this job and email your resume to rrice

We treat all resumes with strict confidentiality. We will always contact you first before submitting your resume to our client(s) for review. If you do not receive correspondence, you are not a fit for this position.

At Harvard Resource Solutions, our talent acquisition team is proud to provide our clients with the most qualified Administrative & Clerical talent in the industry today.