Customer Service Call Center Team Manager

Our Call-Center/Customer Service Team is looking for a new group leader!

Our ideal candidate is a team-player with a wealth of experience directing English voice and written communication teams for US-based clients. All of our agents work remotely so being able to guide others via online methods is a must.

This position's tasks include:
1. Directing a team of agents who communicate with customers via voice calls and written comms (emails and social media posts).
2. Overseeing training and coaching of existing agents and assisting in onboarding of new staff;
3. Maintaining process assessment and quality control of agents' work product;
4. Joining agents in taking calls/replying to emails when needed.

What we're looking for in an ideal candidate:
> Experience directing customer service reps in a US based, English-speaking call center;
> Experienced in taking calls from United States-based customers;
> Experienced in directing staffers (hiring/firing, tracking their performance, coaching and training them);
> Excellent English skills, verbal and written; understanding of the US based customer;
> Available to work and direct staff overnight Philippines time;
> Experience directing a staff virtually or in an office environment.
> Must have an established, reliable, high-speed Internet and quiet work environment, free of distractions.

The following is a plus:
Have experienced customer service reps that you can also recommend to us to join your team;
Have experience setting up CSR procedures;
Have experience working in Shopify and/or Amazon accounts;
Have experience with RingCentral
Have experience working in text-based customer service (like email replies or Facebook comments).

Full Time, minimum of 40 hours per week.

Salary is $7 USD paid twice monthly.