Join a dynamic and collaborative team, where your expertise in remote call center management will play a pivotal role in shaping a successful future. If you are an enthusiastic Call Center Manager with a keen eye for identifying top remote talent and a passion for driving organizational excellence, we invite you to apply today!
Primary Responsibilities and Duties
- Hiring, training, coaching, and leading call center staff as they outreach to customers.
- Answering questions, guiding employees through difficult calls or issues or diffusing angry customers.
- Handling issues that cannot be our call center representatives.
- Manage the call center to achieve quantitative and qualitative objectives.
- Assigning call center / field representative relationships for daily outreach strategy.
- Works in cross-functional team to create rollout plan for new products, services, or technology.
- Develops training for new products, services, or technology as needed.
- Performs weekly quality assurance evaluations, providing coaching and / or taking corrective action as needed.
- Conduct daily meetings entailing review of preceding week and/or corrective action(s)
- Review Ricochet data
Requirements
- Proficiency with necessary technology hardware, including computers, phone systems, etc.
- Proficiency with necessary technology software, including CRMs, dialer systems, Office Suite.
- Experience with managing a team of diverse call center representatives.
- Experience with hiring, training, coaching, and mentoring successful call center representatives.
- Proven track record of driving change and results in a call center environment.
- Excellent communication and interpersonal skills to effectively engage with candidates, hiring managers, and stakeholders.
- Adept at evaluating candidate qualifications and conducting behavioral interviews.
- Demonstrated ability to adapt to changing priorities and business needs.
- Passion for fostering a diverse and inclusive workforce.
Benefits
- Medical
- Dental
- Vision
- 401k
- Life Insurance
- PTO
- Weekly Payroll