Remote Senior Call Center Leader – FROST & QA

2020 Companies; United States; Remoto; USD 100.000 - 140.000; Tempo pieno

Vantaggi offerti da questo lavoro

Paid weekly

Work remotely from home

Health/Dental/Vision benefits

401K Program with matching

Paid Time Off

Paid Holidays

Scholarship opportunities for depend.

Employee Assistance Program

Leadership Development Program

Employee pricing for multiple clients

Descrizione del lavoro

2020 Companies is hiring a Senior Call Center Manager to lead the FROST and Quality Assurance teams at the Client Support Center in Southlake, TX. The role emphasizes operational discipline, employee engagement, and a collaborative leadership approach to deliver exceptional support to field representatives and clients.

The ideal leader will establish performance KPIs, standardized procedures, and robust reporting while fostering a culture of accountability and continuous improvement.

Competenze

• 5+ years in contact center operations or similar
• 3+ years of people management experience
• Experience managing KPIs like schedule adherence, FCR, AHT, SLAs
• Proficient with Excel and performance reporting

Mansioni

• Provide day-to-day leadership for FROST and QA teams
• Develop KPIs, SOPs, and reporting frameworks
• Oversee field support, project execution, and quality assurance
• Balance efficiency with quality and employee engagement
• Lead performance coaching, staffing, and escalation management
• Collaborate with stakeholders to improve operational effectiveness
• Report to Director of Account Management and drive continuous improvements

Conoscenze

Team Leadership

KPI Development

Call Center Ops

Performance Coaching

Data Analysis

Descrizione del lavoro

2020 Companies is hiring a Senior Call Center Manager to lead the FROST and Quality Assurance teams at the Client Support Center in Southlake, TX. The role emphasizes operational discipline, employee engagement, and a collaborative leadership approach to deliver exceptional support to field representatives and clients.

The ideal leader will establish performance KPIs, standardized procedures, and robust reporting while fostering a culture of accountability and continuous improvement.