What are the responsibilities and job description for the Head of Call Center Operations position at Beyond Pro?
Overview
We are seeking a dedicated and experienced Call Center Manager to lead our customer service team. The ideal candidate will possess strong leadership skills and a proven track record in managing call center operations. This role requires effective communication, project management abilities, and a focus on delivering exceptional customer service. As a Call Center Manager, you will be responsible for overseeing daily operations, ensuring team performance, and driving sales initiatives.
Duties
- Supervise and manage the call center team, providing guidance and support to ensure high performance.
- Analyze call center metrics to identify trends and areas for improvement.
- Develop and implement strategies to enhance customer service quality and operational efficiency.
- Lead training sessions for new hires and ongoing development programs for existing staff.
- Communicate effectively with team members to foster a positive work environment.
- Collaborate with other departments to align call center objectives with company goals.
- Monitor sales performance and implement strategies to achieve sales targets.
- Maintain up-to-date knowledge of industry trends and best practices in customer service.
Requirements
- Proven experience in a call center management role or similar supervisory position.
- Strong leadership skills with the ability to motivate and develop a diverse team.
- Excellent communication skills in English; multilingual abilities are a plus.
- Proficient in project management techniques and tools.
- Ability to analyze data and make informed decisions based on findings.
- Strong customer service orientation with a focus on enhancing the customer experience.
- Experience in sales is advantageous but not mandatory.
Join our team as a Call Center Manager where you can make a significant impact on our operations while fostering an environment of growth and excellence in customer service.
Job Types: Full-time, Contract
Pay: $52,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Shift:
- 8 hour shift
- Evening shift
Application Question(s):
- What is your experience leading a team?
- Describe one scenario where you needed to deescalate a work conflict
- Describe what you believe is good conflict management
Experience:
- Call center: 1 year (Required)
Work Location: In person
Salary : $52,000 - $60,000