Call Center Manager - Remote

Overview

The Call Center Manager at boostCX is responsible for planning and implementing call center strategies and operations, improving systems and processes, and managing staff to enhance customer service.

In Short

• Determine call center operational strategies through assessments and reviews.
• Maintain and improve call center operations by monitoring performance.
• Recruit, train, and manage call center staff.
• Meet financial objectives by preparing budgets and analyzing variances.
• Prepare performance reports by analyzing data and trends.
• Maintain equipment and implement upgrades as necessary.
• Stay updated on trends in call center management.
• Manage team performance and deliver on sales targets.
• Ensure compliance with client service level agreements.
• Implement operational process improvements.

Requirements

• Experience in call center management.
• Strong leadership and coaching skills.
• Ability to analyze performance data.
• Excellent communication skills.
• Experience in budgeting and financial management.
• Knowledge of customer service best practices.
• Ability to work in a remote setting.
• Flexibility to work varying shifts.
• Commitment to diversity and inclusion.
• Proven track record of meeting performance targets.

Benefits

• Remote work opportunity.
• Minimum expectation of a 40-hour work week.
• 2 weeks’ vacation after 1 year of employment.
• Opportunity for professional development.
• Inclusive workplace culture.
• Competitive compensation package.
• Support for work-life balance.
• Access to training and workshops.
• Engagement in diversity and equity initiatives.
• Potential for career advancement.