We offer:
- Salary + monthly bonus.
- Remote work.
- Working hours: from 8 am till 5 pm (Monday-Friday).
- Friendly atmosphere, concern for the comfort of specialists.
- Stable payments.
- Corporate events and teambuildings.
- Training according to the internal corporate program.
Qualifications:
- Upper intermediate English and Spanish.
- 3+ years of of Call Center/Contact Center management experience.
- Minimum two years experience leading large teams (100+) with performance management authority for all staff including supervisors/managers.
- Experience working for a rapidly growing startup, and managing change.
- In-depth knowledge of contact center technologies.
- Demonstrated experience with metrics and analysis including workforce planning, productivity, SLAs and KPIs required.
- Passionate about delivering an excellent customer experience.
- Strong attention to detail, with a willingness to dive deep into data to inform design decisions.
- Excellent written and verbal communication skills.
- Flexible and adaptable to meeting the needs of a high-growth and fast-paced organization.
Responsibilities:
- Direct the day to day operations of the call center, ensuring service and quality metrics are met or exceeded.
- Provide dynamic leadership that mentors, develops, and guides emploee to meet SLA’s and KPI’s.
- Effectively build out staffing schedules.
- Ensure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of KPIs.
- Identify talent and adjust team staffing levels as needed, recruiting as interaction levels increase.
- Analyzes contact center metrics and KPI’s and recommends strategies to improve service levels.
- Develops, oversees and promotes effective internal Quality Assurance (QA) program fostering continuous improvement of the team.
- Ensures all SOPs and regulatory requirements are followed.
- Proactively advises senior management on contact center performance, recommendations for improvements, and analysis of interaction statistics.
- Partners with other departments to ensure the support efforts are aligned with our products and services, and meeting our regulatory obligations.