Call Center Operations Specialist / Manager

Position: Call Center Operations Specialist / Manager

Location:  Atlanta, GA (Hybrid)

Duration: 3 Months Contract (Possibility for expansion)

We are seeking a Call Center Operations Specialist with hands-on call center experience, strong communication skills, and knowledge of call center technologies.

Key Responsibilities:

Develop and maintain SOPs and operational documentation.
Train and support call center staff on processes and technology.
Monitor performance metrics and identify improvement areas.
Troubleshoot call center technology issues.
Collaborate with teams to improve customer service and operational efficiency.

Required Skills:

Hands-on call center operations experience.
Knowledge of CRM, telephony, and call center tools.
Strong verbal and written communication skills.
Excellent analytical and problem-solving abilities.
Experience creating SOPs and process documentation.

Preferred: Experience with customer service best practices and call center performance metrics.