CRM Manager



Posted 2 months ago

Job Description

● Hiring, training, coaching, and leading call center representatives as they provide support for customers. ● Answering representatives’ questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. ● Leading complaints structures, call traffics, and daily KPIs. ● Setting and asking questions to better understand the calls representatives are receiving, educating and coaching workers regarding processes and practices, and explaining expectations to employees. ● Assisting other management team members in identifying trends and establishing call center goals and KPIs. ● Ensuring staff members achieve desired service levels and take corrective action, as needed. ● Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. ● Authorizing replacements or refunds. ● Taking on other tasks or projects to support employees, and call center operations.


● At least four years of experience. ● Bachelor's or Master's degree in related fields. ● Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. ● Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills. ● Strong coaching and leadership skills, ability to motivate employees. ● Decisiveness and attention to detail. ● Proficiency in MS Office, especially Excel.

Employment Type

  • Full Time



Employment type

  • Full Time


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