Remote Call Center Leader (24/7) — Data-Driven Ops

Apexchat; Florida; Teletrabalho; USD 85 000 - 120 000; Tempo integral

Resumo da oferta

Apexchat is seeking an experienced Call Center Manager/Director to oversee the 24/7 remote call center operations. You will drive performance, scheduling, budgeting, and customer satisfaction across a remote team in the US.

The role emphasizes data analysis, KPI tracking, de-escalation, and retention strategies, with opportunities to influence processes and service quality. Must reside in the United States.

Qualificações

• 3+ years in a Call Center Manager/Director role, in a 24/7 environment.
• Proven track record meeting performance metrics and churn mitigation.
• Experience running call centers from startup or high-growth settings.
• Strong budgeting and payroll experience.

Responsabilidades

• Oversee the 24/7 remote call center operations and service levels.
• Develop processes to meet industry metrics (handle time, FCR, speed).
• Represent the company in customer meetings with professionalism.
• Analyze data to improve key metrics and KPIs.
• Recruit, train, and manage remote agents; provide coaching.
• Create schedules for remote agents; forecast call volume with Erlang.
• Manage budget and resource allocation; monitor profitability.
• Handle escalations with proven de-escalation strategies.
• Ensure compliance and quality assurance; report to senior management.

Conhecimentos

Call center management

Remote team leadership

Data analysis

Scheduling & workforce management

Customer de-escalation

Budget & payroll management

Ferramentas

8x8

LawRuler

Erlang

CRM systems

Excel

Data analytics platforms

Descrição da oferta de emprego

Apexchat is seeking an experienced Call Center Manager/Director to oversee the 24/7 remote call center operations. You will drive performance, scheduling, budgeting, and customer satisfaction across a remote team in the US.

The role emphasizes data analysis, KPI tracking, de-escalation, and retention strategies, with opportunities to influence processes and service quality. Must reside in the United States.