
Software House Operations Manager
14 hours ago
We are seeking a passionate and experienced Team Leader to fill the role of Supervisor of our Software House operations. You will be responsible for overseeing all aspects of our software delivery, ensuring exceptional customer service and achieving strategic objectives.
Responsibilities:
- Lead and manage a team of software house agents, providing coaching, development, and performance management.
- Develop and implement a comprehensive software strategy aligned with company goals.
- Set clear performance metrics (e.g., call handling time, customer satisfaction score, first call resolution) and monitor progress towards achieving them.
- Generate reports and present software performance data to senior management.
- A minimum of 4 to 5 years of experience in a call center leadership role is required.
- A proven track record of success in improving call center performance and exceeding customer service goals is essential.
- A strong understanding of call center operations, metrics, and best practices is necessary.
- Excellent leadership, coaching, and mentoring skills are required.
- A data-driven approach to decision-making and problem-solving is expected.
- Exceptional communication, interpersonal, and negotiation skills are necessary.
- The ability to work effectively under pressure and manage multiple priorities is crucial.
Key Skills
The ideal candidate should possess excellent leadership and people management skills, as well as a strong understanding of software house operations and performance metrics.
What We Offer
In this role, you will have the opportunity to develop and implement a comprehensive software strategy, lead a team of software house agents, and drive business growth through exceptional customer service.
About the Role
This is an exciting opportunity for a skilled and motivated individual to take on a leadership role and contribute to the success of our software house operations.
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