Call Center General Manager – Arizona

Overview:

Reekruter is seeking a dynamic and results-driven Call Center General Manager for one of our valued clients. This role requires a strategic leader capable of managing high-volume call center operations while delivering exceptional customer service and driving continuous improvement. As the Call Center General Manager, you will oversee all call center functions, manage a diverse team, and collaborate with key stakeholders to achieve performance goals, elevate customer satisfaction, and ensure operational efficiency.

Responsibilities

Strategic Planning and Leadership

Develop and execute short-term and long-term operational strategies to meet company and client objectives.
Lead and mentor a team of call center supervisors, team leaders, and agents, fostering a positive and productive work environment.
Analyze key performance indicators (KPIs) and set clear goals to enhance productivity and customer satisfaction.
Operational Management

Oversee day-to-day call center activities, ensuring adherence to service level agreements (SLAs) and quality standards.
Manage staffing needs, including recruitment, onboarding, and scheduling, to ensure adequate coverage and optimal performance.
Drive operational improvements, utilizing metrics and data-driven insights to streamline processes and reduce response times.
Customer Experience

Implement customer service best practices to deliver exceptional support and resolve customer issues effectively.
Monitor customer feedback, identify trends, and initiate solutions to enhance customer satisfaction and loyalty.
Develop and enforce quality assurance guidelines to maintain consistent service excellence.
Financial Management

Develop and manage call center budgets, monitoring expenses to ensure financial goals are met.
Identify cost-saving opportunities without compromising quality or service standards.
Prepare financial reports and provide insights to senior management on performance and spending.
Stakeholder Collaboration

Build strong relationships with internal and external stakeholders, ensuring alignment on objectives, performance, and service expectations.
Regularly communicate with leadership on call center performance, initiatives, and opportunities for growth.
Lead the implementation of new technologies and tools to enhance call center productivity and customer experience.
Compliance and Risk Management

Ensure all call center operations comply with regulatory and company policies, including data protection and privacy laws.
Develop and enforce risk management processes to safeguard against potential operational disruptions.
Monitor adherence to compliance standards and take corrective actions as needed.
Qualifications

Experience: 5+ years of experience managing call center operations, with a proven track record of improving performance metrics and leading large teams.
Education: Bachelor’s degree in Business Administration, Operations Management, or related field (Master’s preferred).
Skills:
Strong leadership, motivational, and coaching abilities.
Excellent analytical, problem-solving, and decision-making skills.
Proficiency with call center software (e.g., CRM, ACD) and MS Office Suite.
Outstanding communication and interpersonal skills.
Ability to manage multiple priorities in a fast-paced environment.

Why Join?

Our client offers a collaborative, innovation-driven environment where the Call Center General Manager can make a significant impact. Along with competitive compensation, they provide a generous benefits package, including comprehensive health, dental, and vision insurance, retirement plan options, wellness programs, and much more. Additionally, enjoy the flexibility and work-life balance provided by unlimited paid time off (PTO), empowering you to recharge and prioritize both your professional and personal life. If you’re a leader who thrives on exceeding goals and enhancing customer experience, this role with Reekruter’s client could be the ideal next step in your career.