Telemarketing/ Call Center Manager

Job Description: The Telemarketing/Call Center Manager will be responsible for managing the day-to-day operations of our telemarketing and call center teams. You will develop and implement strategies to enhance performance, optimize processes, and ensure that our clients receive top-notch service. This role involves both strategic planning and hands-on management to drive lead generation and client satisfaction.

Key Responsibilities:

• Team Leadership:
• Lead, mentor, and supervise a team of telemarketers and call center representatives.
• Set performance goals, monitor progress, and provide ongoing training and support to enhance team effectiveness.
• Operational Management:
• Oversee daily call center operations, including scheduling, performance monitoring, and workflow management.
• Ensure adherence to call center protocols and best practices to maintain high standards of service.
• Strategy Development:
• Develop and implement telemarketing and call center strategies to drive lead generation, client acquisition, and retention.
• Collaborate with the marketing team to create effective campaigns and promotions.
• Performance Analysis:
• Analyze key performance metrics and generate reports to assess team performance and campaign effectiveness.
• Identify trends, areas for improvement, and implement strategies to address performance gaps.
• Client Interaction:
• Handle complex client inquiries and resolve issues in a professional and timely manner.
• Ensure that all client interactions are handled with empathy, professionalism, and accuracy.
• Process Improvement:
• Continuously evaluate and improve call center processes and procedures to enhance efficiency and service quality.
• Implement new technologies and tools to streamline operations and improve performance.
• Compliance and Quality Assurance:
• Ensure compliance with industry regulations and company policies.
• Conduct regular quality assurance checks to ensure the highest level of service delivery.

Qualifications:

• Bachelor’s degree in Business Administration, Management, or a related field.
• Proven experience in telemarketing or call center management, preferably in the home care or healthcare industry.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in call center software and CRM systems.
• Ability to analyze data, generate reports, and make data-driven decisions.
• Strong organizational and multitasking skills.

Job Type: Full-time

Pay: From $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Work Location: In person

Salary : $15