Call centre manager

Location

Remote

Employment Type

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

Company

Re Works 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 Bachelor's degree in Business Administration, Management, or a related field A minimum of 5 years of experience in call center ma...