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Call Center Operations Manager

2 months ago

Hollywood, Florida, United States Inktel Full time
Job Description

Job Title: Call Center Operations Manager

Job Summary:

Inktel is seeking a highly skilled Call Center Operations Manager to lead our customer service team. As a key member of our operations team, you will be responsible for developing and implementing strategies to improve customer satisfaction, increase productivity, and drive business growth.

Key Responsibilities:

  • Develop and Implement Operational Strategies: Develop and implement operational strategies to improve customer satisfaction, increase productivity, and drive business growth.
  • Lead Customer Service Team: Lead and manage a team of customer service representatives to ensure excellent customer service and high-quality performance.
  • Monitor and Analyze Performance Metrics: Monitor and analyze performance metrics to identify areas for improvement and develop strategies to address them.
  • Manage Budget and Resources: Manage budget and resources to ensure efficient use of resources and achieve business objectives.
  • Develop and Implement Training Programs: Develop and implement training programs to enhance the skills and knowledge of customer service representatives.
  • Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure alignment and effective communication.

Requirements:

  • Proven Experience: Proven experience as a Call Center Operations Manager or similar role.
  • Customer Service Experience: Experience in customer service, with a focus on resolving customer complaints and issues.
  • Leadership and Management Skills: Strong leadership and management skills, with the ability to motivate and inspire a team.
  • Analytical and Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to identify and address operational issues.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues, and stakeholders.

What We Offer:

  • Competitive Salary and Benefits: Competitive salary and benefits package, including health insurance, retirement plan, and paid time off.
  • Opportunities for Growth and Development: Opportunities for growth and development, including training and professional development programs.
  • Collaborative and Dynamic Work Environment: Collaborative and dynamic work environment, with a team of experienced professionals.