Call Center Manager

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Next Level Solutions

Call Center Manager

Baton Rouge, LA
Full Time
Paid
  • Responsibilities

    Corporate Customer Service / Call Center Manager

    Position Summary

    Next Level Solutions is excited to be recruiting on behalf of one of our valued local clients in the installation services industry! This company is well-established, customer-focused, and dedicated to providing high-quality products and exceptional service.

    The Corporate Customer Service / Call Center Manager is a strategic leader responsible for overseeing all customer service operations with a strong focus on call center management. This role will develop and execute service strategies, lead a high-performing team of approximately 20 call center representatives (through a Customer Service Supervisor), and foster a culture of responsiveness, accountability, and continuous improvement. The Manager will work cross-functionally with Sales, Service, Operations, and Production to ensure customer needs are met and exceeded, driving retention, loyalty, and satisfaction. The role also carries responsibility for leveraging technology, including CRM, ticketing systems, and AI-based tools, to improve efficiency and customer experience.

    Key Responsibilities

    Leadership & Strategy

    • Develop and implement a comprehensive customer service and call center vision, strategy, and performance goals aligned with company objectives.

    • Lead, mentor, and inspire a team by developing the Customer Service Supervisor and building a strong, engaged workforce.

    • Build and maintain a culture focused on customer satisfaction, accountability, and professional growth.

    Call Center & Operations Management

    • Oversee daily operations of the customer service department — including the call center, online support, and in-person service functions — with responsibility for inbound and outbound call management, workforce scheduling, escalation handling, and adherence to performance standards.

    • Supervise the Customer Service Supervisor and indirectly oversee ~20 call center representatives.

    • Establish and maintain service policies, procedures, and quality standards.

    • Ensure efficient and effective onboarding and training programs.

    • Utilize KPIs, call metrics, and analytics to monitor performance, identify trends, and drive improvements.

    • Collaborate with leadership to implement best practices and optimize call center operations.

    Customer Experience Enhancement

    • Design and execute initiatives to improve customer retention, reduce churn, and increase lifetime value.

    • Resolve escalated customer issues while ensuring a consistent and positive customer experience.

    • Partner cross-functionally to remove barriers and enhance the customer journey.

    Technology, Tools & Innovation

    • Leverage current customer tracking systems and recommend improvements or new CRM, call center, ticketing systems, and AI-based support tools to optimize efficiency and service quality.

    • Ensure the team is trained and proficient in systems and tools that improve productivity and customer satisfaction.

    Budget & Reporting

    • Develop and manage departmental budgets, forecasting resources to support business growth.

    • Prepare and present regular reports to executive leadership on call center performance, customer satisfaction, and strategic initiatives.

    Qualifications

    Education & Experience

    • Bachelor’s degree in Business Administration, Communications, or related field (Master’s preferred but not required).

    • 8+ years of progressive leadership experience in call center or customer service management.

    • Proven success in leading call center teams, driving performance improvements, and implementing best practices.

    Skills & Competencies

    • Strong leadership, coaching, and team-building skills.

    • Excellent communication, problem-solving, and conflict resolution abilities.

    • Data-driven mindset with the ability to interpret KPIs and apply insights to operational strategy.

    • Experience with call center systems, CRM tools, workforce management solutions, and emerging technologies.

    • High emotional intelligence with a customer-first mindset.

    Work Environment

    • Primary location: Baton Rouge, LA office.

    • Role is not hybrid or remote.

    • Will require travel to other company locations in Baton Rouge as well as occasional travel to out-of-state locations for training support and operational needs.

    Compensation & Schedule

    • Salary range: $90,000–$100,000 base.

    • Standard schedule: 8:00 a.m. – 5:00 p.m.

    Benefits

    Medical, dental, vision, supplemental options, company-paid life insurance, 401(k) plan with match, PTO, and paid holidays.