CALL CENTER MANAGER: ****** DUE TO FLUCTUATIONS OF THE CURRENCY, THE MONTHLY PAY WILL BE $1000 TO $1300 US DOLLARS BASED UPON EXPERIENCE**** KEY TRAITS AND CHARACTERISTICS: · Able to focus on the big picture while being passionate about every minute detail · An excellent communicator and motivator comfortable working with cross-functional teams · A true Problem Solver – can think holistically and present scenarios to solve the problem at hand · Comfortable operating in ambiguity. Apply process where it creates value, and design process where necessary KEY RESPONSIBILITIES: - Oversee Team Members’ performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner. - Communicate client and company goals and metrics with Team Members to deliver a high level of customer service. - Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI’s. - Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. - Review operational reports daily. - Develop and implement action plans to address deficiencies. - Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance. - Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner. - Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. - Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices. - Ensure staff provides superior customer service to both internal and external customers. - Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures. - Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary. - Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency. - Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 8:00 a.m. to 10:30 p.m. Monday through Friday schedule. - Understand strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary. - Monitor key performance indicators for each colleague and implement tangible plans to improve results. - Assist in developing and maintaining departmental procedures as necessary to enhance staff training. - With assistance from management, evaluate staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff, ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business. - Work closely with the management to ensure and evaluate and serve customers’ total needs (existing and potential customers). - Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery. - exceeding cross-sale and referral expectations. - Build and foster a healthy working environment based on teamwork. - Provide consistent, weekly coaching to the team. - Leverage telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction. - Perform other duties as required. REQUIREMENTS AND TECHNICAL COMPETENCIES: - Minimum 3 years experience in Call Center Operations Management role - Bachelor’s Degree or higher preferred and/or relevant work experience equivalency - High School diploma required, college experience preferred. - In-depth and hands-on experience developing and managing customer-facing call center operations - Proven ability to drive both employee performance and retention - Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success - Develop Team Members relations, negotiate, and hold Team Members accountable to KPI’s to improve customer and client experience - Project management – Ability to manage teams to achieve organizational objectives - Influencing and negotiation skills – Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis - Ability to analyze processes and develop valid solutions to resolve issues at hand - Ability to address concerns in a consistent and fair manner across multiple programs - Ability to maintain the highest level of confidentiality - Excellent judgment, reasoning, and problem-solving skills - Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases. - Ability to influence outcomes and juggle multiple priorities in a fast-paced environment - Experience in team management and talent development - Excellent judgment and conflict resolution skills - Ability to make independent decisions in a changing environment and anticipate future needs - Energetic, flexible, collaborative, and proactive - Exceptional written, oral, and interpersonal skills WORK ENVIRONMENT and PHYSICAL DEMANDS: · This job operates in a professional office environment and is typical of a call center and distribution operation. · Will have access to confidential information and required to abide by company privacy policies and regulations concerning this information. · This role routinely uses standard general office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, and various computer software programs. · Required to sit, stand, walk, climb stairs, touch, see, and hear; occasionally operate machinery. · Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. · Must regularly be able to operate a mouse, keyboard, telephone, and any other computer-related equipment · Must have vision abilities to operate computer and phone system · Employee must have the ability to complete product training which can include but is not limited to on-hands training Job Type: Full-time Application Question(s): - How many persons were you overseeing in your last management position? - Can you work in a fast paced environment remotely, without supervision ? - Do you pay attention to detail, and can properly manage a team of approximately 50 persons? Education: - Bachelor's (Preferred) Experience: - Call Center Management : 3 years (Preferred) Language: - ENGLISH FLUENTLY (Preferred)