Call Center Manager

About the role

The Call Center Manager will lead a team of four agents in our San José office, acting as the first point of contact for inbound callers. This is a hands‑on managerial position that combines active call handling with coaching, escalation, and operational oversight.

Key responsibilities

• Answer inbound calls within a 60‑second SLA, verify caller identity, assess needs, and route requests.
• Lead, train, and coach a team of four agents, delivering regular feedback and performance reviews.
• Serve as the escalation point for complex issues, making decisions that require additional authority.
• Monitor team performance, manage schedules, and adjust workflows to maintain SLA compliance and operational efficiency.
• Maintain and enforce call handling procedures, documentation standards, and quality expectations.
• Generate and present reports on SLA adherence, call volume, and quality metrics.
• Establish operational processes for the new location, onboarding new staff and fostering a positive team culture.

Required profile

• Proven experience in a call‑center environment with supervisory responsibilities.
• Strong communication skills in both English and Spanish.
• Ability to remain composed under pressure while delivering excellent customer service.
• Leadership presence to coach, develop, and hold a team accountable.
• Hands‑on approach to call handling combined with operational expertise.

Required skills