CALL CENTER MANAGER / REMOTE

CALL CENTER MANAGER:

Healthcare/DME/E-commerce] company delivering high-quality service to our clients. We utilize a remote workforce to handle inbound/outbound calls, lead qualification, and customer support. We are looking for a dedicated Remote Call Center Manager to own the performance, quality, and training of our remote assistant team.

Position Summary:
As the Remote Call Center Manager, you will be responsible for overseeing the daily operations of our remote staff, ensuring they meet performance standards, optimizing productivity, and driving key metrics. You will actively monitor call recordings, score agents on quality, provide direct coaching, and manage compliance. This is not a "hands-off" role; we need a leader who gets "in the trenches" to ensure excellence.

Key Responsibilities:

• Call Quality Assurance: Listen to recorded calls regularly, scoring them on script adherence, professionalism, note-taking accuracy, and compliance.
• Agent Coaching & Training: Conduct regular 1-on-1 coaching sessions, role-playing, and provide actionable feedback based on QA reviews.
• Performance Metrics Tracking: Monitor daily/weekly KPIs, including calls made, contact rates, average handle time (AHT), and conversion rates using tools like GoHighLevel, Monday.com, or HubSpot.
• Remote Team Management: Onboard new assistants, create schedules, ensure attendance, and maintain a productive, engaging, and professional remote team culture.
• Performance Management: Implement performance improvement plans (PIPs), handle disciplinary actions, and make hiring/firing recommendations.
• Reporting: Prepare daily/weekly reports for leadership regarding team productivity and quality scores.
• Oversee Team Members’ performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.

REQUIREMENTS AND TECHNICAL COMPETENCIES:

• Minimum 3 years experience in Call Center Operations Management role
• Bachelor’s Degree or higher preferred and/or relevant work experience equivalency
• High School diploma required, college experience preferred.
• In-depth and hands-on experience developing and managing customer-facing call center operations
• Proven ability to drive both employee performance and retention
• Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success
• Develop Team Members relations, negotiate, and hold Team Members accountable to KPI’s to improve customer and client experience
• Project management – Ability to manage teams to achieve organizational objectives
• Influencing and negotiation skills – Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis
• Ability to analyze processes and develop valid solutions to resolve issues at hand
• Ability to address concerns in a consistent and fair manner across multiple programs
• Ability to maintain the highest level of confidentiality
• Excellent judgment, reasoning, and problem-solving skills
• Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases.
• Ability to influence outcomes and juggle multiple priorities in a fast-paced environment
• Experience in team management and talent development
• Excellent judgment and conflict resolution skills
• Ability to make independent decisions in a changing environment and anticipate future needs
• Energetic, flexible, collaborative, and proactive
• Exceptional written, oral, and interpersonal skills
• Communicate client and company goals and metrics with Team Members to deliver a high level of customer service.
• Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI’s.
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
• Review operational reports daily.
• Develop and implement action plans to address deficiencies.
• Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance.
• Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices.
• Ensure staff provides superior customer service to both internal and external customers.
• Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures.
• Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.
• Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.
• Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 8:00 a.m. to 10:30 p.m. Monday through Friday schedule.
• Understand strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary.
• Monitor key performance indicators for each colleague and implement tangible plans to improve results.
• Assist in developing and maintaining departmental procedures as necessary to enhance staff training.
• With assistance from management, evaluate staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff, ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business.
• Work closely with the management to ensure and evaluate and serve customers’ total needs (existing and potential customers).
• Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery.
• exceeding cross-sale and referral expectations.
• Build and foster a healthy working environment based on teamwork.
• Provide consistent, weekly coaching to the team.
• Leverage telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction.
• Perform other duties as required.

Required Qualifications:

• Experience: Minimum 2-3+ years of experience managing an outbound/inbound call center, sales floor, or BPO environment as a supervisor or manager.
• Remote Management: Proven experience managing virtual/remote teams successfully.
• QA Technical Proficiency: Must have experience personally listening to recorded calls, scoring agents, and delivering written feedback.
• CRM Proficiency: Experience with CRM/Dialer platforms (e.g., GoHighLevel, Salesforce, Talkdesk, Zendesk).
• Communication: Exceptional verbal and written English communication skills.
• Skills: Strong data analysis, leadership, and conflict resolution skills.

Job Type: Full-time

Pay: Rs100,000.00 - Rs150,000.00 per month

Application Question(s):

• Have you worked in a call center for English Speaking Countries in Europe, or in the United States? If so which countries?
• How many years experience do you have as a Call Center Manger?
• Are you able to work remotely without direct oversight?
• How many staff members in the call center were you overseeing?
• Have you worked in a call center handling Medical/Health care calls?

Education:

• Bachelor's (Preferred)

Experience:

• Call Center Manager: 5 years (Preferred)

Language:

• ENGLISH FLUENTLY (Required)
• SPANISH (Preferred)

Work Location: In person