Responsibilities: •Overseeing daily operations of the call center •Monitoring and analyzing call center metrics •Developing and implementing strategies to improve efficiency and performance •Training and coaching call center representatives •Handling escalated customer issues •Creating and maintaining call center procedures and policies Requirements: •Bachelor's degree in business or a related field •Proven experience in a call center or customer service environment •Strong leadership and communication skills •Ability to multitask and prioritize in a fast-paced environment •Proficiency in Microsoft Office and call center software Preferred skills: •Experience in a supervisory or managerial role •Knowledge of call center best practices and industry trends •Familiarity with customer relationship management (CRM) systems •Ability to analyze data and generate reports •Certification in call center management or customer service excellence,