**Job Title: Call Center Manager - Work from Home**
**Company: Charles Schwab**
**Location: San Diego, California, US**
**Job Type: Part-time**
**Seniority: Associate Level**
**Years of Experience: 5**
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### Job Description
Charles Schwab is seeking an experienced and dynamic Call Center Manager to lead our remote call center team from the comfort of your home in San Diego, California. This part-time role requires a dedicated leader with a passion for delivering exceptional customer service and fostering a positive team environment.
As the Call Center Manager, you will be responsible for overseeing daily operations, ensuring that our clients receive top-tier assistance, and cultivating a culture of accountability and excellence. Your leadership will be vital in motivating the team and implementing strategies that enhance performance and productivity.
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### Key Responsibilities
- **Leadership & Management:**
- Lead a team of call center representatives, providing direction, support, and mentorship to ensure a high-performing work environment.
- Establish and communicate clear performance expectations and goals for team members.
- Conduct regular one-on-one meetings, performance reviews, and coaching sessions to foster professional development and growth.
- **Operational Oversight:**
- Monitor call center metrics, analyze performance data, and generate reports to track progress against established goals.
- Develop and implement efficient processes to improve service quality, response time, and customer satisfaction rates.
- Ensure adherence to company policies, procedures, and regulatory requirements.
- **Customer Service Excellence:**
- Handle escalated customer inquiries and complaints, demonstrating strong problem-solving capabilities and a commitment to customer satisfaction.
- Collaborate with cross-functional teams to address customer feedback and improve service delivery.
- **Training and Development:**
- Identify training needs for team members and coordinate appropriate training sessions to enhance skill sets and service capabilities.
- Stay updated on product knowledge and industry best practices to ensure team members provide accurate and timely information.
- **Team Collaboration:**
- Foster an inclusive and cooperative team culture that encourages open communication, idea sharing, and teamwork.
- Organize virtual team-building activities and recognition programs to enhance morale and engagement levels.
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### Requirements
- **Education & Experience:**
- Bachelor's degree or equivalent work experience preferred.
- Minimum of 5 years in a call center environment, with at least 3 years in a supervisory or managerial role.
- **Skills:**
- Strong verbal and written communication skills with the ability to convey complex concepts clearly and concisely.
- Proficiency in call center technology and software; experience with CRM platforms is a plus.
- Ability to analyze data, interpret metrics, and make informed decisions to drive performance improvements.
- **Personality Traits:**
- Energetic and enthusiastic attitude that inspires and motivates team members.
- Hardworking with a commitment to achieving high levels of performance and service excellence.
- **Soft Skills:**
- Adaptability in a fast-paced environment and ability to handle changes and challenges effectively.
- Cooperative team player committed to fostering a positive and collaborative work environment.
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### Benefits
- Paid sick leave
- Parental leave
- Life insurance
**Working Environment:** At Charles Schwab, we cultivate a sense of ownership and responsibility at every level. We encourage open dialogue, innovative thinking, and proactive problem-solving, ensuring that everyone's contributions are valued.
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### Application Deadline
Interested candidates should submit their applications by October 17, 2024.
**Equal Opportunity Statement:** Charles Schwab is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Employment decisions are based on qualifications, merit, and business needs. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
