Customer Experience Leader
6 days ago
The Call Center Sales Manager is responsible for overseeing all aspects of our call center team, ensuring an exceptional customer experience in all customer touch-points. This involves managing a team of supervisors to develop efficient operations, promote sales, and customer services.
Candidates for this role should be experienced, highly organized, enjoy working with people, and possess a strong work ethic. A background in call center operations management is required, and customer service, technical support, or back-office experience is preferred.
To succeed in this role, you must demonstrate leadership, direction, and motivation to the workforce.
Responsibilities- Lead a team of 5-10 call center supervisors responsible for inbound and outbound representatives.
- Responsible for coaching and developing reports on customer service processes and best practices.
- Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
- Drive a culture of accountability, continuous improvement, and personal excellence.
- Direct workforce management activities and set performance goals and objectives accordingly.
- Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
- Provide team motivation and development to maximize sales opportunities.
- Responsible for the overall performance and productivity of direct reports.
- Responsible for weekly payroll review and submission to ensure correct entries.
- Responsible for driving the growth of revenue and profit originating from a call center.
- Proven ability to meet performance, efficiency, and quality assurance targets.
- Monitor individual and team results to identify and act on both positive and negative performance.
- Communicate key messages effectively to ensure that direct reports are informed of process changes.
- Provide regular feedback to supervisors regarding performance wins and areas of opportunity.
- Work with other departments in the organization, such as quality assurance, training, IT, and recruiting.
- Develop and audit quality assurance strategies to ensure the delivery of world-class service.
- Determine work procedures, prepare work schedules, and expedite workflow.
- Responsible for hiring, coaching, and terminating call center employees.
- Be a subject matter expert on your client's business.
- Manage remote employees as needed.
- Other duties and responsibilities as assigned.
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