Call Center Manager

Company Description

BYC provides solutions for a variety of startups and growing companies.

One of our clients is a leading food manufacturer with a large customer base, operating a high-volume call center that plays a key role in its sales and customer success strategy.

Call Center Manager – Full-Time

We're looking for an experienced and motivated Call Center Manager to take full responsibility for the day-to-day operations of a fast-paced, target-driven environment.

Key Responsibilities:

• Full managerial responsibility for all call center operations
• Driving sales performance and meeting defined KPIs
• Implementing and maintaining processes, procedures, and work methods
• Analyzing performance data to identify gaps and operational challenges
• Developing new workflows and improving existing ones
• Providing hands-on team leadership, coaching, and problem-solving
• Ensuring professionalism and reliability in all call center interactions
• Overseeing recruitment and onboarding of new employees according to operational needs

Operational Focus:

• Regular reporting to senior management on performance and goal achievement
• Creating and executing daily/weekly/monthly/annual performance plans
• Real-time alerts and updates to stakeholders regarding critical issues or risks
• Monitoring agent-level and center-wide performance and quality metrics
• Leading post-mortems and implementing improvement plans
• Coaching team leaders through performance reviews, feedback, and training
• Conducting daily briefings, team meetings, and knowledge-sharing sessions
• Promoting employee engagement and team development through enrichment activities
• Collaborating with internal teams and clients to reduce issues and improve service quality

Success in this role will be measured by:

• Meeting all call center performance goals and work plans
• Maintaining representative availability and service levels
• Supporting customer interactions when needed (e.g., escalation calls)
• Managing key client accounts and complex service scenarios
• Leading re-engagement and customer acquisition initiatives
• Ensuring efficient agent workflows, including break time and workload balance
• Managing daily closing reports and data accuracy