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Call Center Operations Manager
6 hours ago
We are seeking an experienced Call Center Operations Manager to join our team. The ideal candidate will have a proven track record of success in managing call center operations, including team leadership, process improvement, and customer experience enhancement.
Main Responsibilities
- Develop and implement call center strategies to improve customer satisfaction and loyalty.
- Manage a team of customer service representatives, providing coaching, training, and feedback to ensure they meet performance expectations.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement changes to enhance overall customer experience.
- Collaborate with other teams to identify opportunities for process improvements that can enhance customer experience and reduce operational costs.
Essential Qualifications
- Bachelor's degree in Business Administration, Marketing, or a related field.
- Minimum 3 years of experience in a call center management role.
- Proven track record of success in driving customer satisfaction and loyalty.
- Strong communication and interpersonal skills.
- Ability to work in a fast-paced environment and adapt to changing priorities.
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