Call Center Manager (Remote)

Call Center Manager | AposHealth Group Companies |Worldwide

Call Center Manager | AposHealth Group Companies | Worldwide

Job Summary
Call Center Manager works across teams to understand business needs to effectively manage the Call Center to meet these needs. Addresses customer service issues as well as issues from leadership. Identifies, recommends, and implements process improvement to increase efficiency and customer service. This role requires a strategic thinker who can implement new technology, foster collaboration across departments, and drive data-informed decisions to optimize performance. The Call Center Manager will work closely with the VP of Sales, providing regular performance reports and identifying opportunities to enhance service and efficiency.

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Operational Leadership: Ensure effective execution of procedures, workflows, and the overall quality of call center operations to meet established standards.

· Strategic Planning: Collaborate with leadership to develop and implement operational goals and objectives, ensuring alignment with company goals.

· Metrics and Reporting: Create, track, and publish key performance metrics, using data to monitor and enhance call center performance.

· Cross-Departmental Collaboration: Act as a liaison between the call center and other departments, ensuring smooth communication and alignment on shared objectives.

· Staff Management: Oversee the recruitment, training, and professional development of call center staff, fostering a culture of continuous improvement and engagement.

· Data Analysis: Regularly collect, analyze, and interpret key call center metrics, such as sales conversion rates, customer satisfaction scores, and employee performance.

· Reporting: Generate detailed performance reports for leadership, offering insights into successes and areas for improvement using relevant KPIs.

· Motivation and Coaching: Inspire and motivate staff to meet and exceed performance targets in appointment scheduling, customer service, and sales through regular coaching and support.

· Technology Implementation: Identify and implement new technology solutions to enhance efficiency, data tracking, and customer service capabilities in the call center.

Skills and Abilities:

· Minimum of 5 years of experience managing a call center, with a focus on appointment scheduling, customer service, and sales.

· Proven track record of working effectively with remote and global teams, including staff across multiple time zones.

· Demonstrated success in collaborating with cross-functional teams such as Sales, Marketing, IT, and Human Resources.

· Experience implementing technology solutions and enhancing operational workflows to improve efficiency and customer satisfaction.

· Exceptional communication skills, with the ability to present complex information clearly and concisely to different audiences.

· Strong leadership abilities with a focus on employee motivation, training, and performance management.

· Excellent customer service orientation and skills.

· Strong organizational and time management skills to handle multiple priorities and meet deadlines.

· Project management skills, including planning, executing, and overseeing initiatives within a call center environment.

· Data analysis abilities for evaluating key call center metrics (e.g., sales conversion rates, customer satisfaction scores, employee performance).

· Proficiency in CRM software and common call center tools, with a strong understanding of call center software and equipment.

· Experience generating detailed performance reports and utilizing KPIs to drive continuous improvement.

This is an exciting opportunity for an individual who is passionate about leading teams and driving success in a fast-paced environment. If you possess the required skills and are ready to take on this challenge, we encourage you to apply!

Job Type: Full-time

Pay: $65,000.00 – $100,000.00 per year

Benefits: