FENETEC
Call Center Manager (Remote)
Call Center Manager | FENETEC | Worldwide
Job Description: Call Center Operations Manager
Location: Remote, has to be in north America
Company: Confidential Client
Job Type: Full-Time
About Our Client
Our client is a prominent player in the environmental services sector,dedicated to delivering exceptional customer service and innovative...
Call Center Manager | FENETEC | Worldwide
Job Description: Call Center Operations Manager
Location: Remote, has to be in north America
Company: Confidential Client
Job Type: Full-Time
About Our Client
Our client is a prominent player in the environmental services sector, dedicated to delivering exceptional customer service and innovative solutions. They are seeking a skilled Call Center Operations Manager to enhance their customer engagement efforts.
Role Overview
As the Call Center Operations Manager, you will oversee daily operations, drive performance improvements, and ensure high-quality service delivery. You will manage a team of call center agents, optimize processes, and implement best practices to enhance customer satisfaction.
Key Responsibilities
- Team Leadership: Recruit, train, and mentor call center staff to achieve operational excellence. Foster a positive and productive work environment.
- Performance Management: Monitor and analyze call center metrics, including KPIs and SLAs. Develop action plans to meet and exceed performance targets.
- Process Improvement: Identify opportunities for process enhancements and implement effective solutions to streamline operations.
- Customer Experience: Ensure that customer interactions are handled professionally and efficiently, promoting a customer-first culture.
- Reporting & Analysis: Prepare and present reports on call center performance, customer feedback, and operational efficiency to senior management.
- Budget Management: Oversee the call center budget, ensuring cost-effective operations while maintaining high service standards.
- Collaboration: Work closely with other departments, such as operations and technical support, to align on goals and improve overall service delivery.
Qualifications
- Bachelor’s degree in Business Administration, Management, or a related field.
- 5+ years of experience in call center management or operations, preferably in the environmental services or similar sector.
- Proven track record of driving performance improvements and achieving targets.
- Strong analytical skills with experience in reporting and data analysis.
- Excellent leadership and interpersonal skills, with the ability to motivate and inspire teams.
- Familiarity with call center technology and CRM systems.
- Exceptional communication skills, both verbal and written.
Why Join Our Client?
- This role offers the opportunity to lead a dynamic team and make a significant impact on customer experience in a thriving organization within the environmental services industry. Competitive compensation, benefits, and opportunities for professional development are provided.
The salary is very competitive, along with performance-based bonuses. Comprehensive benefits and opportunities for professional development are also provided.
Job Type: Full-time
Work Location: Remote
