Call Center Manager

Job Description

We are seeking a highly skilled Call Center Operations Manager with experience working in a tech startup to oversee our customer support team. The ideal candidate will have excellent product insight and will be responsible for integrating all product features into the call center workflows. The candidate will also be responsible for managing the customer support team and providing guidance and support to team members. Additionally, the candidate should have experience managing a budget and be comfortable working in a fast-paced startup environment.

Responsibilities:

• Work closely with the tech and product teams to implement all product features into the call center workflows.
• Monitor and evaluate call center performance to ensure that service level objectives are met.
• Manage the day-to-day operations of the call center to ensure the highest level of customer satisfaction.
• Identify areas for improvement and implement process changes to increase the efficiency and effectiveness of the call center.
• Hire, train, and manage a team of call center specialists.
• Work closely with the product development team to provide feedback and suggestions for product improvements.
• Develop and maintain call center policies and procedures to ensure compliance with company standards.
• Manage the call center budget to ensure the efficient use of resources and to reach targets.