ApplyCall Center Manager (Remote, Graveyard)
Posted about 1 month agoViewed
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Requirements:
- 5-8 years of experience in call center management or a related field.
- Proven success in leading and developing high-performing call center teams.
- Excellent communication and interpersonal skills.
- Proficiency in relevant call center software and tools.
- Strong organizational and problem-solving skills.
- Ability to work under pressure and meet tight deadlines.
- Highly articulate in conversational and written English.
- Ability to collaborate with cross-functional teams.
- Meticulous attention to detail.
Responsibilities:
- Oversee the day-to-day operations of the voice channel and ensure prompt and professional call handling.
- Monitor call volume, wait times, and other performance metrics to maintain service efficiency.
- Manage supervisors to meet key performance indicators and develop strategies for team optimization.
- Serve as back-up for non-voice channels when needed and assist in coordinating staffing.
- Lead and mentor supervisors, conducting performance reviews and implementing training programs.
- Track and report on key performance indicators, identifying areas for improvement.
- Monitor call quality and develop strategies to enhance customer satisfaction.
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