Remote Contact Center Manager

Summary

Join our team as an Operations Manager to oversee our remote workforce in the BPO industry, ensuring efficiency, productivity, and quality while maintaining high levels of employee satisfaction and client satisfaction.

Requirements

• Proven experience managing a contact center or customer service team
• Strong skills in workforce management, scheduling, and real-time traffic analysis
• Ability to analyze data and make data-driven decisions
• Excellent leadership, coaching, and mentoring skills
• Strong communication skills, with the ability to present insights and recommendations clearly to senior management
• Familiarity with contact center software, CRM systems, and call analytics tools

Responsibilities

• Manage, mentor, and coach contact center agents to meet and exceed performance standards
• Foster a positive, high-performance culture with continuous training and development for agents
• Conduct regular performance evaluations and implement strategies for improvement
• Assist in the development of incentive programs to motivate agents and improve performance metrics
• Analyze call traffic trends and adjust agent schedules to meet demand, ensuring optimal staffing at all times
• Implement tools and strategies for real-time traffic monitoring and report generation
• Create strategies for improving agent utilization, reducing idle time, and managing peak call periods
• Digest call analytics (call volume, average handling time, service level, etc.) and identify trends or issues
• Use data to inform decisions on scheduling, workforce management, and operational improvements
• Monitor and report on KPIs like customer satisfaction, first-call resolution, and call quality
• Collaborate with senior management on strategy and provide recommendations based on insights
• Identify opportunities for process improvement, cost reduction, and service enhancement
• Implement technologies and processes to improve efficiency and effectiveness, including automation where applicable
• Ensure adherence to compliance and quality standards across the contact center
• Stay up to date with industry trends to continuously improve operational efficiency and customer service strategies
• Collaborate with key stakeholders to ensure that operational goals align with client expectations
• Serve as the primary point of contact for escalated client issues and provide resolution strategies
• Ensure that agent resources are effectively allocated to meet forecasted call volumes and business goals
• Recommend and implement changes in staff scheduling based on analysis of call patterns and trends
• Create detailed reports for management that summarize agent performance, call quality, traffic, and operational efficiency
• Provide actionable insights based on data to drive operational improvements and business outcomes
• Create an ongoing training program to enhance agent proficiency and customer interaction quality
• Implement a quality assurance program to regularly monitor call quality and identify areas for improvement

Benefits

• Biweekly payments, free of deductions from our end
• Long-term work relationship perspective
• Fully remote job, 40 hours per week, with 2 days off
• Paid vacation time and recognition of US holidays
• Mental health support and work-life balance culture
• Collaborative and inclusive work environment
• Free training and continuous improvement programs