Bpo Call Center Manager

We are looking for a BPO Call Center Manager who will be responsible for leading a team of customer service representatives to ensure that our clients' needs are met. The ideal candidate will have experience in managing Call Center operations, excellent communication skills, and the ability to develop and implement effective strategies to improve overall performance.

Key Responsibilities:

• Oversee daily Call Center operations and manage a team of customer service representatives.
• Develop and implement Call Center strategies to improve productivity, efficiency, and customer satisfaction.
• Manage teams of customer service representatives, providing leadership, guidance, and support as needed.
• Develop and implement customer service policies and procedures, ensuring that they are in line with the company's goals and objectives.
• Monitor customer service metrics, such as response time, customer satisfaction ratings, and resolution rates, and use this data to continuously improve the customer service experience.
• Work with other departments to resolve customer issues and ensure that customers are satisfied with the resolution.
• Train new customer service representatives, ensuring that they have the necessary skills and knowledge to provide high-quality customer service.
• Create and maintain customer service reports and provide regular updates to the senior management team.
• Identify areas for improvement and work with the team to implement new processes and procedures to improve the overall customer service experience.
• Monitor and analyze Call Center metrics, such as call volume, call abandonment rate, average handle time, and customer satisfaction levels.
• Identify areas for improvement and develop action plans to address them.
• Provide coaching and feedback to customer service representatives to improve performance.
• Train new customer service representatives and ensure that they are well-equipped to handle client calls and inquiries.
• Ensure that all client service level agreements (SLAs) are met or exceeded.
• Collaborate with other departments, such as quality assurance, training, and IT, to optimize Call Center operations.
• Create and maintain Call Center reports and provide regular updates to senior management.

Requirements:

• Bachelor's degree in business administration or extensive customer service experience preferred
• 3+ years of experience in a Call Center management role or similar position.
• Proven track record of meeting or exceeding Call Center metrics and SOPs.
• Excellent leadership and communication skills.
• Strong analytical skills and the ability to interpret data to make informed decisions.
• Experience with Call Center software and tools.
• Ability to work under pressure and manage a team in a fast-paced environment.
• Strong problem-solving skills and attention to detail.

Benefits:

• Competitive salary
• Opportunities for career growth and advancement.
• A dynamic and fast-paced work environment.
• Training and development programs to enhance skills and knowledge.
• A supportive team culture that encourages collaboration and creativity.

If you are a results-oriented leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.