Call Center Manager

Job Description

Job Description

We are seeking an experienced Customer Service Manager to lead a fast-paced call center team supporting customer inquiries, account services, and issue resolution. This role is responsible for managing frontline customer service representatives, driving performance, coaching employees, and ensuring exceptional customer experiences.

The ideal candidate will have prior experience managing call center teams, strong leadership capabilities, and a customer-focused mindset.

Key Responsibilities

• Lead and manage a frontline customer service team in a high-volume call center environment.
• Conduct hiring, onboarding, coaching, mentoring, and performance management activities.
• Monitor daily operations, productivity, and service levels.
• Conduct regular one-on-one meetings and performance reviews.
• Address employee concerns and resolve operational issues.
• Drive customer service excellence and continuous improvement initiatives.
• Manage workforce scheduling and team performance metrics.
• Lead special projects and process improvement efforts.
• Ensure compliance with organizational policies and procedures.
• Collaborate with leadership and cross-functional teams to achieve business objectives.

Required Qualifications

• Minimum 2 years of experience managing a frontline call center team (not Team Lead experience).
• 4+ years of experience in customer service, banking, financial services, tax, legal, or related industries.
• Strong verbal, written, and interpersonal communication skills.
• Excellent customer service and conflict resolution skills.
• Strong organizational and time management abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with:
• • Microsoft Office (Excel, Word, Outlook, PowerPoint)
  • Google Workspace (Gmail, Docs, Sheets, Drive)
• Experience leading teams and driving operational performance.

LanceSoft is a global workforce solutions and IT services firm founded in 2000, specializing in temporary/permanent staffing, IT services, and outsourcing (RPO) for sectors like healthcare and IT. Headquartered in Herndon, Virginia, with a significant presence in India, the certified minority/woman-owned company employs over 5,700 professionals

Company Description

LanceSoft is a global workforce solutions and IT services firm founded in 2000, specializing in temporary/permanent staffing, IT services, and outsourcing (RPO) for sectors like healthcare and IT. Headquartered in Herndon, Virginia, with a significant presence in India, the certified minority/woman-owned company employs over 5,700 professionals