Call Centre Manager
Call Centre Manager
Company: ReWorks Solutions
Location: Remote
Employment Type: Full-Time (US hrs - 9am-5pm EST)
Key Responsibilities:
- Lead, mentor, and manage the call center team to achieve individual and team performance goals.
- Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
- Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices.
- Collaborate with management to forecast call center needs and optimize staffing levels.
- Address escalated customer issues and provide solutions in a timely manner.
- Promote a positive and engaging work environment that fosters team collaboration and morale.
Requirements
- Bachelor's degree in Business Administration, Management, or a related field.
- A minimum of 5 years of experience in call center management or a similar role.
- Strong knowledge of call center software and tools, as well as CRM and VoIP systems.
- Exceptional leadership, communication, and interpersonal skills.
- Ability to analyze performance data and implement improvement strategies.
- Strong problem-solving skills and the ability to manage multiple tasks effectively.
- Commitment to delivering outstanding customer service and driving team success.
Benefits
- Comfortable working U.S. hours
- Remote work from home
Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.