Call Centre Manager

Location

Remote

Employment Type

Full-Time (US hrs - 9am-5pm EST)

Company

ReWorks Solutions

Key Responsibilities

• Lead, mentor, and manage the call center team to achieve individual and team performance goals
• Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency
• Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes
• Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices
• Collaborate with management to forecast call center needs and optimize staffing levels
• Address escalated customer issues and provide solutions in a timely manner
• Promote a positive and engaging work environment that fosters team collaboration and morale

Requirements