Job Description

Job Description

Job Description

Company Overview:

As one of the Washington Metropolitan area’s fastest growing IT companies, we are always looking for creative, passionate and responsible employees. We acknowledge that intelligent, dedicated employees are our greatest asset and are continuously adding to our talented and diverse team. If you feel innovation, integrity and a drive to deliver are key components to success, we invite you to become Enlightened.

Position Overview:

Manage the call center environment by monitoring reports and collaborating with supervisors, agents, trainers, and other staff to ensure client commitments are consistently met.

What We’re Looking For… We are seeking a detail-oriented, results-driven Call Center Manager with strong leadership skills and a commitment to excellence in service delivery. The ideal candidate is proactive, collaborative, and experienced in optimizing team performance and client satisfaction.

Position Responsibilities:

• Monitor daily statistical reports on all agents to identify areas for improvement
• Work with supervisors to ensure agents receive effective coaching for improved performance metrics
• Coordinate with workforce management to ensure proper scheduling
• Collaborate with all staff to consistently enforce the attendance policy
• Partner with the training department to ensure successful classes and updated materials
• Collaborate with Quality Assurance (QA) to uphold client commitments and identify areas for improvement
• Respond promptly and accurately to client inquiries

Required Qualifications:

• Bachelor’s degree or equivalent experience in a relevant field
• 3–5 years of experience in a call center environment
• Ability to handle various types of incoming calls
• Excellent written and verbal communication skills
• Proficiency in Microsoft Office

Benefits:

The expected salary range for this position is listed above. Actual compensation will be determined based on experience and qualifications as well as internal equity and alignment with market data.

At Enlightened, we pride ourselves on offering a comprehensive and industry-competitive benefits package to our full-time employees. Our benefits include:

• Medical/Dental/Vision Insurance with Health Savings Accounts (HSA)
• Flexible Spending Accounts (FSA)
• 401(k) Retirement Plan
• Paid Holidays, Vacation, & Sick Leave
• Professional Training & Development Reimbursement

Please note, these benefits are available exclusively to full-time employees of Enlightened.

Enlightened is proud be an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class .

Employment Type: Full-Time, Salaried
Compensation: $75,000 annually
FLSA Status: Exempt
Work Location: Onsite, Monday through Friday during Call Center hours (8:00 AM – 7:00 PM)

Job Tags

Full time, Work at office, Local area, Flexible hours, Monday to Friday,

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