Job Description

#Key Responsibilities:Lead and manage the daily operations of the call center, ensuring alignment with company policies and customer service standards.Recruit, train, and mentor call center agents, fostering a positive team culture.Develop and monitor KPIs including call response times, first call resolution, average handle time, and customer satisfaction.Handle complex customer escalations and provide solutions to maintain high satisfaction and retention rates.Work with the Operations & Customer Manager to forecast staffing needs and develop schedules that optimize coverage and efficiency.Implement quality assurance programs and conduct regular performance evaluations.Collaborate with marketing, sales, and technical support teams to ensure consistency in customer messaging and support.Maintain documentation of processes, procedures, and best practices.Identify areas for improvement and lead initiatives to enhance the customer experience.Stay informed about industry best practices and emerging trends in call center management.#Required Qualifications:Bachelor's degree in Business, Communications, or a related field, or equivalent experience.Minimum of 5 years of experience in a call center environment, including at least 2 years in a supervisory or management role.Strong leadership, coaching, and team-building skills.Excellent verbal and written communication abilities.Proficiency in call center software, CRM platforms, and data reporting tools.#Preferred Qualifications:Experience managing remote or distributed call center teams.Background in telecommunications or subscription-based service industries.Familiarity with quality assurance and customer satisfaction measurement tools.#Key Performance Indicators (KPIs):Call response and resolution times.First call resolution rate.Customer satisfaction (CSAT) and Net Promoter Score (NPS).Agent productivity and adherence to schedules.Call center turnover and employee engagement metrics.
recblid ux1uuu6x6lcq6dmuy1nzojrcmqn6jp

Nomad Internet

Job Tags

Remote work,

Similar Jobs

Engage Miami

Executive Director (Miami) Job at Engage Miami

...meaningful impact and increased civic power locally and across Florida. Establish and nurture relationships and collaborations that amplify Engages visibility, credibility, and strategic reach. Lead efforts to raise $3$5 million annually, diversifying funding sources...

Maine Staffing Group

Framing Carpenter - Bangor Area Job at Maine Staffing Group

...Job Description Job Description Experienced Framing Carpenter Needed! We're looking for an experienced carpenter to join a very well-respected and busy carpentry business in the Bangor Area. Do you dream in 2x4s? Know your way around a speed square better than...

Eide Ford Mandan

Part Time Receptionist Job at Eide Ford Mandan

...documentsQualifications:* Excellent communication skills* Outgoing and positive demeanor* Professional presentation Evening Shifts:Monday through Wednesday 3-7pm Saturday 8am-5pmWe are an equal opportunity employer and prohibit discrimination/...

Centria Healthcare

Private Duty Home Health Aide (HHA/CNA) Job at Centria Healthcare

...a compassionate and dependable Certified Nursing Assistant (CNA) or Home Health Aide (HHA)... ...You'll work one-on-one with clients in a private home setting, supporting their unique care... ...following proper proceduresPerform duties as outlined in the patient's plan of careMonitor...

DoorDash

Senior Analyst, Access Command (San Francisco) Job at DoorDash

...for a detail-oriented and proactive Senior Analyst to join our Access Command team. In this... ...data integrity and compliance with SOX/SOC standards. Triage high-priority access... ...to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC Only...

Call Center Manager Job at Nomad Internet, Bulverde, TX

dk50Vkw5U3pxZjU0NHA4WkRGNXIvSzJaZmc9PQ==