Call Center Manager - Senior (Customer Relationship Management) - Híbrido en Crossbridge

Skills & Competencies 

Fluent English (C1–C2 level) with strong communication, leadership, and interpersonal skills.

Ability to lead, coach, and develop a customer service team.

Proven experience managing KPIs, SLAs, and performance reviews. Strong analytical and decision-making abilities, comfortable handling escalations and complex cases. 

Capacity to collaborate cross-functionally with operations, HR, and client teams. Strong understanding of U.S. customer expectations and service standards. Excellent organizational and time management skills. 

Technical Skills 

Proficiency in CRM systems and call center software. Experience with reporting tools (Excel, Google Sheets, Power BI, or similar). Ability to analyze metrics and generate insights to improve service performance. Familiarity with training and quality assurance tools. Availability to work aligned with U.S. business hours 

Education & Background

Bachelor’s degree in Business, Communications, or a related field. 5+ years of experience in a contact center environment, with at least 2 years in a leadership role. Proven experience managing teams supporting U.S.-based customers. Familiarity with home improvement, construction, or property service industries preferred

Responsabilities

1. Overall Call Center Supervision

Oversees daily call center operations, including live/recorded call reviews, CRM monitoring, and compliance with procedures. Develops staffing plans, schedules, and workflow processes. Audits customer interactions and updates internal procedures as needed

2. Performance & Productivity Monitoring

Tracks KPIs such as queue times, call volumes, agent availability, and overall team performance. Updates dashboards and prepares weekly and monthly reports for corporate. Provides coaching to agents based on monitored performance. 

3. Lead & Opportunity Management

Analyzes lead trends and collaborates with Operations/Sales Managers. Identifies stalled, at-risk, or mismanaged leads and performs root cause analysis. Prioritizes leads by quality, potential value, and inquiry date; maintains CRM accuracy.

4. Ensuring Daily Operational Continuity

Monitors communication tools (e.g., Telegram, 4Voice) to ensure end-of-day reports and coverage. Reviews daily call center schedules and updates the following month’s schedule. Conducts quarterly operational assessments.

5. Timekeeping & PTO Management

Reviews time clock punches via Paychex and ensures compliance with break/lunch policies. Audits time clocks bi-weekly and resolves discrepancies. Monitors and validates PTO requests.

6. Follow-Up Verification

Ensures accurate and timely follow-up execution by agents. Establishes standards and timelines for follow-ups. Verifies weekly follow-up completion and reports status to corporate.

7. Call Record & Data Accuracy Management

Audits inbound call records, call duration, and outcomes. Reviews call logs for errors or missing information. Provides weekly data analysis and monthly CRM compliance evaluations.

8. Training & Development

Conducts performance audits to identify skill gaps. Updates and evaluates the effectiveness of the training program. Delivers onboarding and ongoing training for all call center associates. 

9. Leadership & Team Meetings

Leads weekly review meetings with the call center team. Evaluates booked calls, assesses data accuracy, and reviews performance gaps. Encourages team engagement, motivation, and continuous improvement.

10. Assignment of Cases & Callbacks

Assigns agents to no-response or follow-up-required leads. Ensures weekly callback targets are met and reviews monthly booking rates. Validates outreach to cancellations and pending follow-ups.

11. Management of 4Voice (VoIP) System

Evaluates daily system performance, configuration, and maintenance. Troubleshoots software issues reported by users. Coordinates with vendors, reviews updates, and updates training materials as needed.