Head of Call Center
2 days ago
Description
• Head of Call Center tasked with managing day-to-day call center operations • Ensure optimal service delivery and team performance • Responsible for managing a team of Call Center Managers • Develop and implement strategies to improve efficiency • Manage overall call center budget and collaborate with managers • Ensure customer service standards are met or exceeded • Oversee training programs for call center staff • Make staffing decisions and handle employee retention
Requirements
• Minimum of 5-7 years of experience in a call center or customer service management role • At least 3 years in a leadership position • Proven experience managing a team of managers • Strong leadership and people management skills • Proficiency in call center technology and CRM tools • Excellent communication, problem-solving, and decision-making abilities • Analytical mindset with experience in interpreting data • Ability to work under pressure • Knowledge of industry regulations and compliance requirements • Experience in budget management and resource allocation
Benefits
• Fully remote work environment • Paid leave • Laptop and any other additional work equipment • Bi-yearly performance bonus
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