Call Centre Manager

Call Centre Manager

Company: ReWorks Solutions

Location: Remote

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

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