Call Center Manager Salary in District of Columbia - District Average

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Average Salary for Call Center Manager in District of Columbia - District Average

The average salary of a(n) Call Center Manager in District of Columbia - District Average is $89,663.

The average hourly rate of a(n) Call Center Manager in District of Columbia - District Average is $43.11.

The average bonus of a(n) Call Center Manager in District of Columbia - District Average is $7,917.00.

Job Description:

Plans and implements call center strategies and operations, enhances systems and processes, and manages a staff of Call Center Representatives, making the most effective and efficient use of call-center staff and technology resources. Determines call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses; identifies and evaluates state-of-the-art technologies; defines user requirements; and establishes technical specifications and production, productivity, quality, and customer-service standards. Develops scripts, and ensures the Call Center Representatives have the knowledge and skills to answer customers' inquiries, requests for support, or problems quickly and effectively. Directs motivational sessions to improve productivity. Monitors calls to ensure quality standards. Analyzes and plans improvements to call-center performance. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and process improvement and quality assurance programs, and installing upgrades. Collects, analyzes, and summarizes call center performance data and trends; and contributes information and analysis to organizational strategic plans and reviews. Meets call center financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions. Studies schedules and estimates time, cost, and labor needed for completion of job assignments. Establishes or adjusts work procedures to meet productivity goals. Recommends measures to improve methods, and suggests changes in working conditions to increase efficiency. Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attends educational workshops; reviews professional publications; establishes personal networks; benchmarks state-of-the-art practices; and participates in professional societies. Recruits, hires, and trains staff; assigns tasks, coaches, counsels, and disciplines employees; administers scheduling systems; communicates job expectations; plans, monitors, appraises, and reviews job contributions; evaluates employee performance, plans and reviews compensation actions, and recommends or initiates promotions, transfers, and disciplinary action; and enforces policies and procedures. Less

Plans and implements call center strategies and operations, enhances systems and processes, and manages a staff of Call Center Representatives, making the most effective and efficient use of call-center staff and technology resources. Determines call center operational strategies by conducting... More

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