Remote Call Center Manager - Customer Experience & Ops

Talantir; EUA; Teletrabalho; USD 80 000 - 120 000; Tempo integral

Resumo da oferta

Talantir is seeking a Call Center Manager to lead and optimize our customer care operations, delivering exceptional experiences. You will drive performance, coach agents, and implement process improvements in a remote environment.

The ideal candidate has 5+ years in call center operations, strong communication, and hands-on experience with IVR routing and workforce management systems. You will report to the Customer Care Center Leader and influence cross-functional teams.

Qualificações

• 5+ years of experience in call center operations, with at least 2 years in a leadership role.
• Proficiency with call center technologies, including IVR routing and workforce management systems.
• Strong communication and relationship-building skills.
• Ability to manage multiple priorities and drive results in a fast-paced environment.

Responsabilidades

• Provides direction and communication to employees so that customer service calls are answered in a timely, efficient, and knowledgeable manner.
• Manages call traffic control and agent work groups and Call Reporting.
• Optimize Quality Assurance best practices to help enhance the quality of the service the Customer Care Center team provides to customers, which includes level loading and call trafficking.
• Provide statistical and performance feedback and coaching regularly through Quality Assurance call monitoring, and holding agents accountable for all performance standards, through proper use of reports and trend analysis.
• Handles escalated customer service issues, ensures proper follow-up and documentation.
• Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
• Provides continual evaluation of processes and procedures to meet the department’s financial objectives.
• Ensures employees have appropriate training and other resources to perform their jobs.
• Create, communicate, and present reporting as it relates to the nature of the business. Provide trend summaries and training opportunities.

Conhecimentos

Organizational skills

Communication

Multi-tasking

Problem-solving

Attention to detail

Customer service

Team leadership

Formação académica

Bachelor’s degree in Business/Communications or related field

Ferramentas

IVR routing

Workforce management systems

MS Office (Excel, Outlook, Word, PowerPoint)

Descrição da oferta de emprego

Talantir is seeking a Call Center Manager to lead and optimize our customer care operations, delivering exceptional experiences. You will drive performance, coach agents, and implement process improvements in a remote environment.

The ideal candidate has 5+ years in call center operations, strong communication, and hands-on experience with IVR routing and workforce management systems. You will report to the Customer Care Center Leader and influence cross-functional teams.