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,

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