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Engaged Employer

Rhysley Private Limited

Compare

3.6

based on 89 Reviews

38 Rhysley Private Limited Jobs

Call Center Manager

Rhysley

3.6

based on 89 Reviews

8-15 years

Remote

1 vacancy

Call Center Manager

Rhysley Private Limited

posted 5mon ago

Job Role Insights

Fixed timing

Key skills for the job

BPO Customer Service Operations Clinical Data Management Analytical Chemistry Scheduling

+ 4 more

Job Description

The Call Center Operations Manager will be responsible for managing and optimizing the daily operations of our remote call center. This role involves overseeing a team of supervisors and customer service representatives, ensuring efficient workflow, and implementing strategies to enhance productivity and service quality. The ideal candidate will possess strong leadership skills, a deep understanding of call center metrics, and the ability to drive continuous improvement in a remote environment.

Key Responsibilities:

Lead and manage the overall operations of the remote call center.
Supervise and support a team of call center supervisors and customer service representatives.
Develop and implement operational policies and procedures to ensure efficiency and compliance with company standards.
Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.
Conduct regular performance evaluations and provide constructive feedback to team members.
Handle escalated customer issues and ensure timely and effective resolution.
Coordinate with other departments to ensure seamless service delivery and address operational challenges.
Manage scheduling, staffing, and resource allocation to meet call center demands and service levels.
Design and deliver training programs to enhance team capabilities and knowledge.
Utilize call center technology and tools to track performance and generate reports.
Stay current with industry trends and best practices to continuously improve operations and customer service quality.

Qualifications:

Proven experience as a Call Center Operations Manager or in a similar leadership role.
In-depth knowledge of call center operations, metrics, and best practices.
Excellent leadership, coaching, and team-building skills.
Strong analytical and problem-solving abilities.
Exceptional communication and interpersonal skills.
Proficiency in using call center software and tools.
Ability to work independently and manage a remote team effectively.
Strong organizational and multitasking skills.
Must be friendly with Flexible shifts

Preferred Qualifications: