Call Center Manager
$500 Reward
$500 Reward
Overview
A rapidly expanding call center, operational for 10 months and experiencing accelerated growth, is seeking a dynamic and creative Call Center Operations Specialist. This role is pivotal in expanding both US and international operations, with the goal to quadruple staff, revenue, and customers by the end of 2024. The successful candidate will work closely with the Call Center Manager, focusing on maximizing billable capacity, enhancing operational efficiency, and driving significant revenue growth. This position offers an unparalleled opportunity to impact the business directly and carve out a substantial career path.
Challenges you would face
- Develop strategies to enhance billable capacity and operational efficiency
- Employ data analytics for identifying improvement areas and trends
- Oversee the data team and guide data-driven process optimizations
- Lead software transition efforts, enhancing productivity and customer satisfaction
- Monitor and respond to KPIs, ensuring alignment with business targets
- Anticipate volume and staffing needs through detailed data analysis
- Stay updated on call center industry trends and technologies for strategic implementation
- Cultivate a collaborative and innovative work environment
- Regularly report on call center performance and progress to senior management
The ideal candidate
- Bachelor's degree in Business Administration, Management, or a related field
- Minimum of 5 years of experience in a leadership role within a call center environment
- Proven track record of driving operational excellence and revenue growth in a call center
- Strong analytical skills with proficiency in data analysis and making data-driven decisions
- Demonstrated experience in implementing process improvements, managing change, and driving operational efficiencies
- Proficiency in 8x8 call center software
- Excellent communication skills, both verbal and written
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs
- Strong project management skills, capable of managing multiple initiatives simultaneously and delivering results within tight timelines
Plus
- Experience with transitioning to new call center software platforms or other technology systems
- Familiarity with other technology platforms in addition to 8x8 call center software
- Experience in forecasting volume and staffing needs based on data analysis
What the company offers
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