Contact Center Manager in Phoenix

Job Type
5 to 10 years experience
  • High School Diploma or equivalent
  • More education or experience in related field preferred
  • Ability to multi task and remain calm under pressure, especially during peak hours
  • Excellent sales & customer service skills, verbal & written communication and conflict resolution
  • Knowledge or familiarity with company services and polices
  • Strong coaching and lead ship skills with the ability to motivate people
  • Good phone voice
Position Summary

Supervise daily operations and personnel of the Call Centers aiming for maximum efficiency and cost effectiveness. Assures CSR tools are utilized and staff is organized and productive. Assists and train CSR to achieve KPI’s.

Essential Functions
  • Oversees call centers, leading and driving the team to meet company goals.
  • Works with individuals and lead personnel to determine strategies, tactics and areas for improvement.
  • Trains, mentors, and drives performance of individuals working in remote locations – must be able to manage and lead virtuallyRecommends strategies and analyzes data in order to identify strengths and weakness
  • Develops objectives for the call center’s day-to-day activities
  • Conducts effective resource planning to maximize the productivity of resources
  • Collects and analyzes call-center statistics (talk time, closing rates, customer service metrics etc.)Hires, coachs and provides training to personnel to maintain high customer service standards
  • Monitors and improves booking orders, telephone handling, customer call backs and other procedures
  • Answers representatives questions, guiding them through difficult calls
  • Conducts training meetings and role playing both in groups and individuals
  • Identifies trends and establishes call center goals
  • Assurures accuaracy in booking appointments (offering of soonest available day and that proper procedures are followed)
  • Provides input on training needs
  • Assists in the development, training and adherence toto any scripts used
  • Listens to recorded calls on each representative each month and provides feedback
  • Prepares reports for different departments or upper management
  • Builds and maintains effective communication between locations
  • Lives and breathes our COIT Core Values, and acts as an advocate for them across the organization:
    • Commitment -- We provide exceptional services at our customers’ convenience. We trust and support our loyal and motivated team members. We are dedicated to operating safely and acting as responsible citizens in our communities.
    • Opportunity -- We seek to understand our customers’ needs and look for ways to enhance their lives. We continuously train our team members to build relationships, increase their expertise and provide reliable services that exceed what our customers expect.
    • Integrity -- We embody honesty, accountability, and quality in everything we do. We interact with customers and team members professionally and with respect. Our goal is to provide the best possible services for a fair price.
    • Teamwork -- We work together with a positive attitude to achieve our goals. Our powerful teams share responsibility for both mistakes and successes.
  • Acts as a good ambassador of the Company.  Present a professional appearance and demeanor.
  • Meets corporate standards for attendance and timeliness
  • All other duties as assigned.
Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


This position requires extensive use of the telephone, computer keyboard, monitor and mouse.  Also, using various office equipment such as printers and copiers.  At times, the position will require extensive sitting, whether that is in an office setting or while traveling to corporate divisions or franchises.


This position description in no way states or implies that these are the only duties to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties upon the request of the supervisor.

General Information
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Personal Info
If the job requires, do you have the appropriate valid driver's license?
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Are you at least 18 years old?
if under 18, hire is subject to verification that you are of the minimum age.
Are you able to perform the essential functions of this job with or without reasonable accommodation?
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I certify that I have read and understand the applicant note on page one of this form and that the answers given by me to the foregoing questions and the statements made by me are complete and true to the best of my knowledge and belief. I understand that any false information, omissions or misrepresentations of facts called for in this application, whether on this document or not, may result in rejections of my application or discharge at any time during my employment. I authorize the company and / or its agents, to verify any of this information. I authorize all former employers, persons, schools, companies and law enforcement authorities to release any information concerning my background and hereby release any said persons, schools, companies and law enforcement authorities from any liability for any damage whatsoever for issuing this information. I also understand that the use of illegal drugs is prohibited during employment. If company policy requires, I am willing to submit to drug testing to detect the use of illegal drugs prior to and during employment.

Locally independently owned and operated.