Gerente de Call Center

hace 2 semanas

Santo Domingo Dominican Republic Ag Wilson Business Coach A tiempo completo


Job Summary:

We are seeking an experienced and motivated Call Center Manager to lead our customer service team in a dynamic and rapidly growing environment. The Call Center Manager will be responsible for the day-to-day management of the call center operations, including supervising staff, administering processes and procedures, and implementing strategies to improve customer satisfaction and operational efficiency.

Primary Responsibilities:

  • Lead and supervise a team of customer service representatives and problem-resolution specialists to ensure high-quality service and exceptional customer experience.
  • Develop and implement strategies to improve customer satisfaction, reduce staff turnover, and increase operational efficiency.
  • Administer call center processes and procedures, including creating and updating procedure guides and policies.
  • Analyze key performance indicators (KPIs) and use this information to make informed decisions and improve team performance.
  • Collaborate with other departments to develop and implement initiatives that improve customer experience and operational efficiency.
  • Supervise and evaluate agent performance, providing constructive feedback and opportunities for growth and development.
  • Identify and address operational and personnel issues in a timely and effective manner.
  • Meet call center goals and objectives and contribute to the company's overall strategy.

Requirements:

  • Bachelor's degree in Business Administration, Human Resources Management, IT / industrial engineering or related field. 
  • At least 3 years of experience managing a call center or in a similar role.
  • Solid knowledge of call center best practices and customer service principles.
  • Excellent leadership, communication, and problem-solving skills.
  • Ability to analyze data and make informed decisions.
  • Experience managing teams and mentoring employees.
  • Basic knowledge of call center technology and customer relationship management (CRM) tools.

Skills and Competencies:

  • Team leadership and motivation
  • Effective communication and interpersonal skills
  • Analytical thinking and problem-solving
  • Time management and task prioritization
  • Flexibility and adaptability in a rapidly changing environment
  • Commitment to customer satisfaction and service excellence

Job Offer:

  • Competitive salary
  • Health and life insurance benefits
  • Opportunities for career growth and professional development
  • A pleasant and collaborative work environment

What We Value:

  • A culture of innovation and continuous improvement
  • A commitment to customer satisfaction and service excellence
  • A collaborative and supportive work environment
  • Opportunities for professional growth and development
  • A dynamic and rapidly growing organization

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