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Call Center Manager
Trussville, AL
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Description

Role Overview

The Customer Experience Manager oversees the daily operations of the inbound and outbound call center teams. This role is responsible for ensuring exceptional customer service, effective lead management, and consistent communication between departments. The ideal candidate is organized, people-oriented, and passionate about developing a high-performing team culture.


Key Responsibilities

  • Lead, coach, and develop a team of inbound and outbound representatives.
  • Oversee scheduling, attendance, and daily workflow to maintain full coverage and efficient operations.
  • Monitor KPIs such as speed-to-lead, booking rate, and call quality, and report metrics to leadership.
  • Partner with marketing and sales departments to ensure smooth handoff of leads and consistent messaging.
  • Implement call scripts, quality standards, and training materials for both new hires and ongoing team development.
  • Evaluate call recordings and provide feedback for improvement.
  • Manage lead distribution across multiple brands and ensure proper tracking in CRM systems (e.g., Talkdesk, AccuLynx, Hatch).
  • Troubleshoot system issues, coordinate with IT/marketing for technical support, and maintain call routing accuracy.
  • Maintain a positive team culture focused on accountability, communication, and results.
  • Support hiring, onboarding, and performance reviews for the call center team.


Qualifications

  • 1–2 years of experience in a customer service, administrative, or call center environment preferred.
  • Strong verbal and written communication skills with a professional and friendly tone.
  • Excellent phone etiquette and ability to stay calm under pressure
  • Proficient with computers, data entry, and CRM systems
  • Organized, detail-oriented, and able to manage multiple calls or tasks at once.
  • Dependable and consistent in attendance and performance.
  • Team-oriented mindset with a willingness to learn and adapt

    What We Offer
  • Competitive salary and performance bonuses
  • Health, dental, and vision insurance
  • Paid and unpaid time off and 401(k) options
  • Opportunities for growth within a rapidly expanding company
  • Supportive, family-like work culture
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