Call Center Manager

Summary

Join Belle, a rapidly growing engagement company revolutionizing home healthcare, as a Call Center Manager! This fully remote role requires overseeing daily call center operations, managing a team of customer service representatives, and ensuring high-quality customer interactions. You will be responsible for optimizing efficiency, implementing strategies to improve service levels and customer satisfaction, and fostering a positive work environment. The ideal candidate possesses proven experience in call center management, strong leadership and communication skills, and proficiency in relevant software and tools. Belle offers competitive compensation, comprehensive benefits, and the opportunity to make a significant impact in the healthcare industry.

Requirements

• Proven experience as a Call Center Manager or in a similar leadership role
• Strong knowledge of call center operations, performance metrics, and customer service principles
• Excellent leadership, communication, and interpersonal skills
• Proficiency in using call center software, CRM systems, and data analytics tools
• Ability to analyze data, generate reports, and make data-driven decisions
• Strong problem-solving skills and the ability to handle stressful situations effectively
• Exceptional organizational and time-management abilities

Responsibilities

• Supervise and lead a team of call center agents, providing guidance, support, and training
• Ensure compliance with company policies, industry regulations, and customer service standards
• Develop and implement operational policies, procedures, and performance metrics to drive efficiency and effectiveness
• Manage call volume, workforce scheduling, and resource allocation to maintain service level agreements (SLAs)
• Implement and oversee quality assurance processes to ensure consistent and high-quality customer interactions
• Monitor call center performance, analyze data, and generate reports to assess productivity and customer satisfaction
• Identify areas for improvement and implement strategies to enhance overall service quality
• Foster a positive, motivated work environment that promotes teamwork and professionalism
• Handle escalated customer issues and provide resolutions to ensure customer satisfaction
• Collaborate with other departments to improve processes, enhance service offerings, and address customer concerns effectively

Benefits

• Flexible, remote work arrangement
• Competitive compensation
• Health, dental and vision benefits
• 401k
• A great support structure: we are here for you
• All the resources and tools that you need to succeed
• Ability to reshape an industry and protect lives