• Oversee daily operations, ensuring call center KPI's (service levels, response times, quality assurance, etc.) are met or exceeded.
• Lead, coach and develop team leaders and agents to enhance performance and engagement
• Develop and execute strategies to improve customer satisfaction and operational efficiency. 
• Monitor and analyze call center metrics to identify trends and implement process improvements. 
• Collaborate with other departments to align operational goals with business objectives. 
• Ensure compliance with company policies, industry regulations and quality assurance standards. 
• Manage workforce scheduling, staffing levels and forecasting to optimize resource allocation. 
• Drive initiatives for employee engagement, training and career development.
• Dispute any unemployment claims 

• At least 3 years of experience in call center operations, with at least 2 years in a leadership role
• Excellent leadership, coaching, and people management skills 
• Strong problem-solving and decision-making abilities 
• Ability to analyze data, identify trends, and drive performance improvements 
• Proficiency in call center software and CRM systems 
• Phone etiquette and communication skills are a must
• Ability to thrive in a fast-paced and evolving work environment 
• Ability to type at least 40 words per minute
• High school Diploma or Equivalent

• Submit Application below 
• Apply directly on our website here. 
• Check out our job openings here.
• Call us now at 618-993-9675

At HireLevel, we’re dedicated to supporting our employees’ well-being and work-life balance. We offer a comprehensive benefits package, including health insurance options and paid time off, to ensure you have the resources you need to thrive both personally and professionally. Join our team and experience a workplace that values your growth, health, and future! Apply now at https://jobs.hirelevel.com/.