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Lead Call Center Operations Specialist
3 weeks ago
We are seeking an experienced Call Center Operations Manager to oversee the performance of our call center, ensuring efficient and effective customer service delivery.
Responsibilities:- Generate and analyze Salesforce reports to monitor call center performance.
- Manage cases across all products and departments at a high level.
- Identify and address underperformance among team members.
- Attend meetings and create reports on team progress and performance.
- 3-5 years of experience in call center management or a related role.
- Proven experience in project management and process improvement.
- Excellent leadership and people management skills.
- Strong analytical and problem-solving abilities.
- Effective communication skills with clients, stakeholders, and team members.
- Experience analyzing call center metrics and implementing performance strategies.
- Proficiency with call center software and systems.
- Knowledge of industry regulations and best practices.
- Ability to multitask and prioritize in a fast-paced environment.
- Leadership and management
- Project management
- Communication
- Analytical skills
- Problem-solving
- Time management
