Call Center Manager

-Leading call center representatives as they provide support for customers.

-Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

-Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.

-Assisting other management team members in identifying trends and establishing call center goals.

-Ensuring staff members are achieving desired service levels and taking corrective action, as needed.

-Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.

-Taking on other tasks or projects to support employees, other managers, and call center operations.

-Previous experience in a customer support role at least 3 years

-Strong phone and verbal communication skills along with active listening

-Familiarity with CRM systems and practices

-Good command in English (both written and spoken)

-Customer focus and adaptability to different personality types

-Ability to multi-task, set priorities and manage time effectively

-Attractive salary and commission

-Personal development and learning opportunities

-Fun and dynamic English-speaking environment

-Salary rise every 6 months

-Insurance and other benefits