Senior Call Center Manager

We are a Growing Technology Company in Irvine and seek a Senior Call Center Manager. It is a direct hire role with a full benefits package.

• Proven experience as a Call Center Manager or Senior Call Center Lead, with a strong background in overseeing call center operations and team performance
• At least 5 years of experience in a fast-paced, high-volume call center environment, managing inbound and outbound call activities
• Exceptional organizational and time management skills, ensuring call center operations run efficiently and within business hours.

Responsibilities

• Role and Responsibilities: Role: Reporting to the CEO and working with the Assistant Manager, the Call Center Manager represents the primary point of contact for all client-facing correspondence
• In coordination with the executive team, the Call Center Manager ensures accurate entry of sensitive client information and monitors all call activity to identify and redirect qualified leads to the sales team
• Oversees all call center correspondence and operations
• Monitors call center performance, tracking team productivity and operator efficiency
• Identifies/addresses issues concerning lead opportunities with Branch/Sales Managers
• Ensures the call center is always operational during business hours
• Verifies completion of follow-up leads, advising operators when required
• Responsible for initial and ongoing training of call center associates
• Maintains accurate records for all inbound calls, conversation time, and total qualified leads Perks and Benefits:
• Supportive management team
• Paid time off and holidays
• Holiday gifts and team building events Qualifications:
• Strong leadership and team management skills, managed small & big size teams, with the ability to train, mentor, and develop call center associates
• Experience in tracking call center performance metrics(KPI) , including team productivity, operator efficiency, and lead conversion rates

Requirements

5+ years in a outbound call center environment such as in insurance, mortgage. debt, tax or investment related products.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Training & Development
• Work From Home