Job Description

Call Center Manager

Our client, customer support and sales operations team is seeking a Call Center Manager to join their team. As a Call Center Manager, you will be part of the Customer Support & Sales organization supporting day-to-day call center performance. The ideal candidate will have strong leadership, a data-driven mindset, and the ability to handle escalations with empathy and professionalism, which will align successfully in the organization.

Location: Spring Valley, NY

Pay Range: $26.00-$29.00/hr

Shift: Monday-Friday 8:00am-5:00pm

What's the Job?

• Direct day-to-day call center activities to ensure service level agreements (SLAs), key performance indicators (KPIs), and quality standards are consistently met.
• Hire, train, onboard, mentor, and evaluate customer service representatives and supervisors while fostering an engaging culture that helps lower staff turnover.
• Monitor and analyze performance metrics including Average Handle Time (AHT), Customer Satisfaction (CSAT), First Contact Resolution (FCR), and abandonment rates; prepare regular performance reports for senior leadership.
• Serve as the primary escalation point for complex, sensitive, or high-priority customer complaints and resolve them effectively.
• Partner with workforce management to forecast call/ticket volumes, manage shift schedules, and adjust staffing levels to meet demand.

What's Needed?

• Proven ability to lead and coach teams in a call center environment, with a focus on performance and continuous improvement.
• Strong analytical skills to track KPIs and use data to improve workflows, customer experience, and operational efficiency.
• Experience handling escalations professionally, with empathy and sound judgment.
• Knowledge of compliance and quality assurance expectations, including adherence to applicable legal and regulatory standards such as HIPAA, TCPA, or PCI where applicable.
• Ability to collaborate with workforce management to plan schedules and staffing based on forecasted volumes.

What's in it for me?

• Lead a team that directly impacts customer experience through coaching, accountability, and measurable performance.
• Use real operational metrics (AHT, CSAT, FCR, and abandonment rates) to drive improvements you can see.
• Own escalation outcomes and help turn challenging customer moments into resolved, positive experiences.
• Build strong team capability through training, onboarding, and ongoing mentorship.
• Work in a structured, compliance-aware environment where quality and standards matter.

Upon completion of waiting period associates are eligible for:

• Medical and Prescription Drug Plans
• Dental Plan
• Supplemental Life Insurance
• Short Term Disability Insurance
• 401(k)

If this is a role that interests you and you'd like to learn more, click apply now and a recruiter will be in touch with you to discuss this great opportunity. We look forward to speaking with you!

About ManpowerGroup, Parent Company of: Manpower, Experis, Talent Solutions, and Jefferson Wells.

Manpower® is a global leader in contingent staffing and permanent resourcing, providing companies with strategic and operational flexibility and creating talent at scale. Our specialized recruiting teams assess and guide talent into meaningful, sustainable employment, while our PowerSuite technology enables deeper insight and smarter matching, helping candidates find opportunities that align with their strengths, experience, and career goals.

In this constantly shifting world, our flexible workforce solutions provide companies with the business agility needed to succeed. Manpower is part of the ManpowerGroup® (NYSE: MAN) family of brands, which also includes Experis, Talent Solutions and Jefferson Wells.

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