Call Center Operations Manager
1 week ago
**Job Summary**
Foreground LLC is seeking a highly skilled Call Center Manager to oversee the daily operations of our call center and lead a team of customer service representatives. As a key member of our team, you will be responsible for ensuring the efficient and effective delivery of customer service, while driving productivity and performance.
**Key Responsibilities**
- **Operational Management**: Oversee the daily operations of the call center, ensuring that all activities are conducted in accordance with company policies and procedures.
- **Team Leadership**: Lead and manage a team of customer service representatives, providing training, coaching, and performance feedback to ensure they have the skills and knowledge needed to deliver exceptional customer service.
- **Performance Improvement**: Develop and implement strategies to improve productivity, performance, and customer satisfaction rates, analyzing call center metrics to identify areas for improvement.
- **Agent Performance Management**: Monitor and evaluate agent performance, providing feedback and facilitating ongoing training to ensure that agents are meeting performance expectations.
- **Customer Complaint Resolution**: Handle complex customer complaints or inquiries that agents are unable to resolve, ensuring that customer issues are resolved in a timely and professional manner.
- **Collaboration**: Collaborate with other departments to address and resolve customer issues, ensuring that customer needs are met and exceeded.
- **Staffing and Scheduling**: Forecast and analyze staffing needs, ensuring that the call center is adequately staffed at all times to meet customer demand.
- **Knowledge and Skills**: Stay updated on new products, services, and policies to ensure accurate information dissemination by the team, and implement and review call center policies and procedures to ensure they are aligned with company goals and objectives.
**Requirements**
- **Education**: Bachelor's degree in Business Administration, Communications, or a related field.
- **Experience**: A minimum of 5 years of experience in a call center environment, with at least 3 years in a managerial role.
- **Skills**: Strong leadership skills, with a proven track record in team management, coaching, and performance evaluation; proficient in call center software tools and technologies; exceptional interpersonal and communication skills; ability to analyze and interpret call center performance metrics; familiarity with the industry's latest trends and best practices.
- **Language**: Fluent in English; knowledge of Arabic or other languages would be an advantage.
**Work Arrangement**: This is a full-time position, with no remote work options.
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