Head of call center

Hi, I'm here today with an exciting new job opportunity. I am now looking for a Call Centre Manager for an international trading platform. The project is quite new, so I'm looking for a specialist who can build a customer service team under himself and from scratch.

Daily tasks:

Oversee the day-to-day operations of the call center, ensuring efficient call handling and adherence to company policies.

Recruit, onboard, and train new call center agents, equipping them with the necessary skills and knowledge.

Conduct regular coaching sessions with call center agents to identify strengths and address development areas.

Monitor call quality and analyze call center data to identify trends and implement performance improvement initiatives.

Collaborate with other departments to ensure a seamless customer experience across all touchpoints.

Manage the technical aspects of the call center, including:

-Overseeing the performance and maintenance of call center software (ACD, CRM, IVR) -Working with the IT department and service providers to troubleshoot technical issues -Identifying and implementing new technologies to improve call center efficiency

What we expect from you:

• Be a strategic thinker who can develop and implement a call center vision aligned with the company's overall goals.
• Previous experience building a call center from scratch
• Possess strong leadership skills to motivate, coach, and inspire your team to achieve peak performance.
• Be a data-driven leader who can analyze call center metrics and identify areas for improvement.

Terms and Conditions:

• hybrid or fully remote work format (depending on the candidate's location)
• salary from 2000 to 3500$