Call Center Manager

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Supervise, mentor, and enhance the capabilities of a team of customer service representatives.

• Promote accountability, teamwork, and a customer-focused service approach.

• Oversee daily operations of the contact center, including staffing and service quality.

• Track key performance indicators (KPIs) and utilize data to enhance performance.

• Manage onboarding, training, and continuous development initiatives.

• Ensure the team is prepared for new processes, systems, and business strategies.

• Oversee quality assurance programs and coaching initiatives.

• Address escalated customer issues and pinpoint opportunities for process enhancements.

• Collaborate with cross-functional teams to enhance the overall member experience.

• Prepare and present operational performance outcomes and actionable recommendations.

⛳️ Requirements

• A Bachelor's degree or a suitable combination of education and relevant experience.

• More than 5 years of experience in customer service, contact center, or member support roles.

• At least 3 years of leadership experience overseeing customer-facing teams.

• Proven track record in coaching team members and enhancing team performance.

• Excellent communication, organizational, and problem-solving abilities.

• Capacity to manage several priorities in a fast-paced environment.

• Familiarity with workforce management, customer relationship management (CRM), and contact center technologies.

• Understanding of quality assurance programs, performance metrics, and analytics.

• Experience with Salesforce, RingCentral, or comparable platforms.

• Proficient in Microsoft Office, especially Excel and PowerPoint.

• Availability to work Monday through Friday, 8:00 AM–5:00 PM Eastern Time, with occasional holiday coverage.

🏝️ Benefits

• Eligibility for an annual discretionary bonus.

• Medical insurance coverage.

• Dental insurance coverage.

• Vision insurance coverage.

• Paid vacation time.

• 401(k) plan with up to 4% company match.

• Health Savings Account with employer contributions.

• Well-being program available.

• Discounts on product purchases.

• Reduced membership rates.

• Opportunities for growth and professional development.

• Fully remote work option.