Call Center Operations Manager (Remote)

Our Client is a trailblazing real estate technology company renowned for its innovative solutions and

by providing cutting-edge services. With a proven track record of over 4 million successful conversations

with real estate professionals, They are the go-to partner for brokers seeking top-tier agents for their

offices.

Fully Remote Role- Full Time

Timings: 9am -5pm Eastern Time Zone

Hourly $6-9/hr

Overview:

Reporting to the CEO, the Call Center Manager will monitor Call Center performance,

identifying improvement opportunities, and ensuring smooth operation of dialer systems, lead

management, and campaign tracking to maintain optimal performance and customer satisfaction. The

ideal candidate will have strong analytical skills and will be experienced in using data to drive to

solutions.

Responsibilities:

● Monitor dialer operations and its statistics to resolve any issues promptly

● Track churn rates and booking status and issue red alerts to address critical issues across

campaigns

● Interview, train, and retain call center staff

● Maintain high quality and occupancy scores for all staff

● Coach and conduct performance improvements with Call Center staff

● Meet the signup objectives of the department, as set by the CEO from time to time

● Monitor product performance metrics with business objectives and drive growth

● Improve lead management systems by implementing process changes to enhance efficiency

● Ensure all system and process changes are documented and regularly evaluated

● Be the primary point of contact for system-related inquiries and provide ongoing to support to

resolve escalations and maintain service levels

● Implement process changes to enhance efficiency and support new product launches or any

other leadership requests

● Provide data support to internal staff members for operational needs

Qualifications:

● 3-4 Proven experience in managing call centre

● Strong analytical skills with experience using data to drive call center improvements.

● Proficiency in popular dialing softwares, and tools like Airtable, Monday.com, Google Analytics,

and similar platforms.

● Excellent communication skills, with the ability to work collaboratively across departments.

● Ability to manage and prioritize tasks in a fast-paced, dynamic environment.