Call Center Director

23 hours ago


Bradenton, Florida, United States United Placement Group Full time
Job Description

We are seeking an experienced Call Center Director to lead our remote team in delivering exceptional customer service. As a key member of our organization, you will be responsible for managing and developing a high-performing team, driving results, and implementing process improvements.

Responsibilities:
  • Hiring and Training: Recruit, onboard, train, and mentor call center staff to ensure they excel in customer outreach.
  • Customer Interaction: Handle escalated customer inquiries, guide employees through difficult calls or issues, and effectively diffuse angry customers.
  • Issue Resolution: Manage and resolve complex issues that cannot be resolved by call center representatives.
  • Performance Management: Oversee the call center team to achieve both quantitative and qualitative objectives.
  • Strategic Planning: Assign call center/field representative relationships for daily outreach strategy, working closely with cross-functional teams.
Requirements:
  • Proven Experience: Proven experience as a Call Center Manager or similar position.
  • Tech Proficiency: Proficiency with necessary technology hardware, including computers, phone systems, etc.
  • Leadership Skills: Experience with managing a team of diverse call center representatives.


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