Call Center Manager
Job ID: MA22513954
Job Category: Management
Job Location: Harrisburg, PA
Pay Range: $80000.00 - $90000.00/YEAR
Job Type: Permanent
Call Center Manager (Customer Service & Operations Leader)
Harrisburg, PA
Full-Time | Leadership Role
Full-Time | Leadership Role
Lead. Optimize. Elevate the Customer Experience.
Abel Personnel is partnering with a respected organization to identify a Call Center Manager who thrives in a fast-paced, performance-driven environment. This role is ideal for a hands-on leader who can develop high-performing teams, improve operational efficiency, and enhance the overall customer experience.
If you’re passionate about coaching teams, driving process improvements, and using data and technology to deliver results, this is your opportunity to make a measurable impact.
What You’ll Do
- Lead, coach, and develop a team of customer service representatives in a high-volume call center environment
- Drive performance metrics including service levels, quality scores, customer satisfaction, and efficiency
- Design and implement training programs to onboard and upskill team members
- Establish and monitor quality assurance standards to ensure exceptional service delivery
- Identify opportunities for process improvement and workflow optimization
- Leverage automation and technology to increase productivity and reduce manual effort
- Collaborate cross-functionally with operations, IT, and leadership to implement strategic initiatives
- Analyze performance data and reporting to inform decision-making and continuous improvement
- Manage staffing levels, scheduling, and workforce planning to meet business demands
What You Bring
- Proven experience managing call center or customer service operations
- Strong leadership skills with the ability to motivate, coach, and hold teams accountable
- Experience with process improvement, automation, or operational efficiency initiatives
- Background in quality assurance, performance metrics, and KPI management
- Proficiency with Excel and reporting tools to analyze trends and performance
- Hands-on management style with a focus on team engagement and development
- Excellent communication skills with the ability to collaborate across departments
What Sets You Apart
- Demonstrated success improving operations (e.g., reducing training time, increasing efficiency, optimizing staffing)
- Experience implementing workflow automation or system enhancements
- A passion for building strong teams and delivering exceptional customer experiences
Why This Opportunity?
- Make a visible impact on operations and customer satisfaction
- Lead meaningful process improvements and innovation initiatives
- Join a team that values leadership, accountability, and continuous improvement
- Competitive compensation and growth potential
Apply Today
If you’re ready to lead a high-performing team and drive operational excellence, we want to hear from you.
👉 Apply now or connect with Abel Personnel to learn more about this opportunity.