Call Center Manager

Job Title: Call Center Manager
Location: Remote (Eastern Standard Time)
Work Hours: Monday to Friday, 8:00 AM - 4:30 PM EST (FULL TIME)

About Us: Join our progressive plumbing and bathroom renovation company as a Call Centre Manager, where we prioritize our customers' experience and satisfaction.

Key Responsibilities:
Manage daily operations of the call center, ensuring efficient handling of customer inquiries and complaints.
Monitor and review calls for quality assurance through the help of AI, providing feedback to enhance customer service skills.
Develop training programs and materials to support ongoing CSR skill development.
Analyze call centre metrics and performance data to identify areas for improvement.
Conduct regular tea ---------- etings to discuss performance, share updates, and motivate staff.
Implement customer feedback systems to enhance service quality.

Qualifications:
2-5 years of experience in a management role in a call centre environment.
Experience with call monitoring and quality assurance practices.
Knowledge of Service Titan and Dialpad software is a PLUS.
Excellent organizational and leadership skills.
Strong customer-focused mindset.

LEADS AND TAKE INITIATIVE FOR THE DEPARTMENT

Send your resume and short intro with a subject of "CCM- Application"