Description
Job Summary:
Manage and supervise Call Center operations, ensuring productivity, quality, and excellence in customer service.
Key Highlights:
1. Experience in managing Call Center operations
2. Focus on planning and monitoring results
3. Team management and relationship management with executive leadership and clients
Requirements:
Completed undergraduate degree + specialization;
Experience as an Operations Manager in a Call Center
Responsibilities:
Manage the team of customer service coordinators;
Plan, execute, and monitor results related to operational productivity and quality;
Develop action plans to reverse negative performance trends;
Participate in internal and external recruitment for coordinator and supervisor positions;
Maintain internal and external relationships;
Present operational productivity results to company executive leadership and clients;
Manage and monitor sales and customer service KPIs to ensure target achievement, quality, and excellence in customer service;
Request and validate training for the entire channel to guide and refresh the workforce with the knowledge required for optimal job performance;
Monitor daily adherence (% of logged-in agents - revenue); and other duties related to the position.
Minimum Education: Undergraduate Degree
* Transportation Allowance (VT)
* Meal Allowance (VA)
* Health Insurance
* Dental Insurance
* Parking