Executive: Call Center Manager - Pawtucket, Rhode Island - (Pawtucket, RI)

Job DescriptionPurposeThe Call Center Manager has advanced working understanding of contact center concepts, practices, and procedures. Serves as functional expert providing guidance, and recommendations in a customer-oriented call center environment. The position applies comprehensive knowledge of concepts and practices in performing complex functions, and assists other staff members with problems or questions. Works under general supervision. Reports to the Director of Operations. Principal Duties and Responsibilities Monitor multiple programs within the After Hour business to ensure that milestones and deliverables are achieved according to the quality standards and Key Performance Indicators Motivate and lead by example the team leaders to ensure that the quality of work performed by call center agents is meeting expectations. Maintain the infrastructure and inventory of the call center, and completing the proper documentation and request for all required material and equipment.