Call Center Manager - MSI
The Call Center Manager leads day-to-day contact center operations, including the supervisor team, frontline staff, and an offshore BPO partner. The role owns service levels, quality, staffing, and reporting, and works with leadership and partner teams to improve the customer experience. The Manager also oversees training programs, attends leadership meetings and shares updates with staff.
Key Responsibilities
Contact Center Transformation
- Help transform the contact center from a cost center to a revenue enabler.
- Lead the adoption and continuous improvement of the contact center’s AI tools.
Team Leadership
- Lead, coach, and develop customer service supervisors through one-on-ones and monthly and quarterly call center meetings.
- Interview and hire new call center staff.
- Manage HR responsibilities for direct reports in partnership with HR, including payroll, attendance, leaves of absence, corrective action, performance and talent reviews, and terminations.
- Support supervisors on escalated HR matters involvin...
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