NOTE: "Please apply with your CV in English!" CALL CENTER MANAGERAs a Call Center Manager, you will be pivotal in overseeing the efficient operation of our call center, ensuring that both leadership and technology are optimized to deliver outstanding customer service. You will lead a team of supervisors, coordinators, and agents, focusing on strategic planning, performance analysis, and continuous improvement of call center operations.Responsibilities:Lead and manage a team of supervisors, coordinators, and agents, ensuring they have the necessary resources and support to excel in their roles.Develop and implement strategies to enhance call center operations, focusing on efficiency, customer satisfaction, and technological advancements.Monitor and analyze performance metrics using call center management systems to identify trends, assess productivity, and generate comprehensive reports.Facilitate communication and collaboration among team members to resolve escalated issues and improve service delivery.Provide guidance and mentorship to supervisors and coordinators, supporting their professional development and leadership skills.Ensure compliance with company policies and maintain high standards of professionalism across the team.Identify opportunities for process improvements and implement solutions to enhance operational efficiency and client satisfaction.Foster a positive and inclusive team environment, encouraging collaboration and a shared commitment to excellence.Requirements:Proven experience in a call center management role, with a successful track record of leading and motivating teams.Strong communication and interpersonal skills, with the ability to build effective relationships with clients, team members, and stakeholders.Excellent analytical and problem-solving skills, capable of handling escalated situations and finding innovative solutions.Proficiency in using call center management systems and tools for performance tracking, data analysis, and report generation.Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment.Proficiency in English is mandatory; additional languages are a plus.Experience in customer service-oriented environments is highly desirable.We value inclusion and diversity in our workplace. We encourage applications from individuals of all genders and are committed to providing an equal and welcoming environment for all members of our team.
