call center director

OneTouch Direct

<div>
 Reporting to the Call Center Director, the Assistant Director will be responsible for overall operational execution and management of staff, for achieving targeted KPIs and profitability metrics, and for providing leadership for up to 300 staff members during their shift. Additional responsibilities include employee selection, retention, continuous operational improvement, inspection and execution of OneTouch Direct best practices, and a strong commitment to culture and employee satisfaction.
 
 
 Assistant Directors must have a strong commitment to and exhibit OneTouch Direct's Core Values when interacting with internal peers and external business partners. You're responsible for driving a profitable business-focusing on creating genuine connections that foster customer loyalty, love of the brand, and strong community engagement. Must be flexible to work all hours of the call center including nights and weekends.
 
 
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 Thrive as a team player in a fast paced, high energy, change-oriented environment
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 Act as a business owner with an emotional connection to everything in the location and creating a great place to work environment for all employees
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 Interprets financial and operational reports and schedules; analyzes data and identifies gaps in operating performance; and develops solutions to ensure that operating goals are achieved
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 Provide enlightened leadership to the management teams to achieve desired service levels, expense control, employee development, key KPIs and including defining departmental policies, process and training
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 Effectively translate corporate strategies into timely and comprehensive tactical plans to achieve goals
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 Develop and maintain strong interpersonal relationships with peers throughout the organization to ensure effective communications are established and goals are clearly understood
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 Works cooperatively and collaboratively with all levels of employees and management, to maximize performance, creativity, problem solving, and results
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 Maintain outstanding location condition and visual standards
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 Ability to work weekends, some holidays, evenings, and additional shifts as needed
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 The list of functions may not be all inclusive and can be expanded to include other duties or responsibilities as needed
 
 
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 Requirements
 
 
 
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 Demonstrated motivational skills and best practices in team building and rallying with a sales staff
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 Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees to achieve a high level of success and productiveness
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 Proven leadership skills to effectively develop, lead, inspire, and motivate a high performing team
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 Ability to think analytically to identify trends and take appropriate actions
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 Detail orientation, organizational, prioritization, and time management skills; experience preferred
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 Takes a proactive role in bringing about change, applying new ways to develop the business through improved management of people and processes
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 Proven ability and experience in creating and deploying strategic and tactical plans; ability to translate organizational strategy into functional imperatives
 
 
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 Required Competencies:
 
 
 
 <ul>
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 Strong analytical skills and the ability to drive change and manage long term projects
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 Excellent oral and written communication skills, coupled with outstanding interpersonal
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 Experience with strategic initiative developmental and implementation, specifically with operating policies and procedures and work process improvements
 
 
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 Benefits
 
 
 
 
 WHAT YOU'LL EXPERIENCE:
 
 
 
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 Full-Time Hours: 40 - 50 hours per week schedule
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 Supportive Environment: Classroom training, plus ongoing support for your success!
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 Great workplace: Daily and weekly incentives to create a fun, competitive, and rewarding environment!
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 Benefits: Health Care Plan (Medical, Dental &amp; Vision)
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 Growth: Opportunity for professional advancement as we grow!
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 Culture: Diverse, welcoming culture with Employee Resource Groups
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</div>

Call Center Assistant Director - TPA

H&S Real Estate

We are seeking a dynamic and experienced Call Center Head to lead and manage our real estate lead generation operations in Pakistan focused on UAE-based clients and property portfolios. The ideal candidate will be responsible for setting up, training, and leading a high-performing telesales and lead generation team to support UAE-based sales operations.This position requires a leader with exceptional communication, analytical, and operational management skills &mdash; capable of aligning call center performance with business growth objectives in the competitive UAE real estate market.Key Responsibilities:&middot; Leadership &amp; Strategy&middot; Lead and oversee the call center team focused on generating qualified leads for UAE real estate projects.&middot; Develop and execute strategies to enhance lead conversion rates and client engagement.&middot; Set and monitor team KPIs (call targets, conversion ratios, response times, etc.) ensuring alignment with overall business objectives.&middot; Operations Management&middot; Establish effective workflows, scripts, and communication standards to ensure consistency in client interactions.&middot; Implement and manage CRM systems, call tracking tools, and data reporting dashboards.&middot; Coordinate daily operations between the Pakistan call center and UAE sales teams for seamless lead handovers.&middot; Monitor call recordings and analyze drop-offs or call quality issues to improve performance.&middot; Performance &amp; Quality Assurance&middot; Train, coach, and motivate telesales agents to deliver top-quality customer engagement and achieve sales targets.&middot; Maintain compliance with UAE real estate marketing standards, data privacy regulations, and ethical communication practices.&middot; Create and implement feedback loops to continuously refine call scripts, lead qualification processes, and customer experience.&middot; Collaboration &amp; Reporting&middot; Collaborate with UAE-based marketing, sales, and digital teams to align campaigns and messaging.&middot; Provide daily, weekly, and monthly performance reports with actionable insights.&middot; Identify emerging market trends and recommend process or strategy adjustments accordingly.&middot; Qualifications &amp; Skills:&middot; Bachelor&rsquo;s degree in Business Administration, Marketing, or related field (Master&rsquo;s preferred).&middot; 8&ndash;10 years of experience in call center management, with at least 3&ndash;5 years in real estate lead generation or a closely related sector.&middot; Strong understanding of UAE real estate market dynamics and lead nurturing cycles.&middot; Proven track record in setting up or scaling telesales/call center operations.&middot; Hands-on experience with CRM platforms (Zoho, HubSpot, Salesforce, or similar).&middot; Excellent leadership, communication, and analytical skills.&middot; Ability to work under pressure and manage high-volume lead flow efficiently.&middot; Fluent in English; Arabic proficiency is a plus.&middot; Compensation &amp; Benefits:&middot; Competitive salary package based on experience.&middot; Performance-based bonuses and incentives.&middot; Health insurance and professional development programs.&middot; Opportunity to work with a leading UAE real estate brand in a high-growth environment.Reporting To: Head of Sales &ndash; UAE / Director of OperationsJob Type: Full-timeWork Location: In person

Call Center - Head

Oregon Health & Science University

<div>Department Overview:

The mission of the Information Technology Group (ITG) is to develop, implement and maintain technology-based services and solutions enabling OHSU to effectively manage information to accomplish its missions. 
The Supervisor, Campus Operators and Physician Advice &amp; Referral Service of ITG/Unified Communications is responsible for overseeing the day-to-day operations of the 24x7, mission critical Call Center and Physician's Advice &amp; Referral Services. This position is responsible for providing leadership to Call Center Agents. This is a position that involves excellent communication and teamwork skills and measures results as perceived from customers. The level of customer satisfaction measures the success of this unit.
Function/Duties of Position:

Functional Management
<ul><li>Provide leadership, oversight, and direction to Call Center staff. Assist Director, Unified Communications in setting performance expectations. Perform employee performance reviews, monthly monitoring.</li><li>
Conduct staff meetings and provide training opportunities.</li><li>
Ensure staff is adequately trained to perform job functions. Develop and maintain new employee training and in-service training when technology changes and establish clear annual performance evaluation criteria.</li><li>
Ensure workload assignments are balanced, quality of service is exceptional, and performance benchmarks are met.</li><li>
Act as team liaison, facilitator and trainer.</li><li>
Establish a process to continually review and evaluate team feedback in concert with the manager.</li><li>
Provide management reports that measure critical success factor trends and processes needing improvement.</li><li>
Participate in developing and disseminating new and updated documentation pertaining to work unit standard operating procedures and policies. Assure that department standards and practices for providing call center services comply with OHSU policies, directives and guidelines.</li><li>
Market OHSU Unified Communications services to faculty, staff, and students in concert with the manager.</li><li>
Availability after-hours on occasion to work through technical issues, escalation, resolution, and/or communication as needed.</li></ul>
Relationship Management<ul><li>
Work closely with areas within ITG to implement technology in support of Call Center services. Collaborate with other OHSU call centers to provide excellent customer service to the OHSU community and customers.</li><li>
Partner with Provider Relations Managers for outreach to external providers ensuring quality service is being delivered.</li><li>
Partner with other OHSU departments that provide customer service to the user community.</li><li>
Represent ITG/Unified Communications as appropriate on committees.</li></ul>
Other Responsibilities<ul><li>
Fiscal management - work with Director to review and update existing processes to streamline efficiencies and reduce operating costs.</li><li>
Continued professional development.</li><li>
Other duties as assigned.</li></ul>
Required Qualifications:
<ul><li>Associates degree or equivalent and 1 year of progressive leadership experience in a customer service contact center or IT environment; OR</li><li>
High School Diploma or GED equivalent and 3 years of progressive leadership in a customer service contact center or IT environment.</li><li>
Minimum 2 years of direct supervisory experience in a contact center.</li><li>
Excellent written, spoken and listening skills.</li><li>
Excellent interpersonal skills; proven and recognized as a team player with excellent coordination and communication abilities.</li><li>
Leadership skills in team building and staff development.</li><li>
Call center experience.</li></ul>
Preferred Qualifications:
<ul><li>Experience in a Union environment.</li><li>
Experience in a health care setting, understanding user communities&rsquo; needs and requirements.</li><li>
Experience overseeing IT staff.</li><li>
Experience in a 24/7 contact center.</li><li>
Knowledge of technology in use at OHSU, specifically Spok.</li><li>
Work Force management staff scheduling.</li></ul>
Additional Details:

Benefits<ul><li>
Healthcare for full-time employees covered 100% and 88% for dependents.</li><li>
$50K of term life insurance provided at no cost to the employee.</li><li>
Two separate above market pension plans to choose from.</li><li>
Paid time off - 208 hours per year, prorated for part-time.</li><li>
Extended illness bank - 64 hours per year, prorated for part-time.</li><li>
9 paid holidays per year.</li><li>
Substantial Tri-Met and C-Tran discounts.</li><li>
Employee Assistance Program.</li><li>
Childcare service discounts.</li><li>
Tuition reimbursement.</li><li>
Employee discounts to local and major businesses.</li></ul>
Why apply to OHSU?: We are Oregon's only public academic health center. In addition to caring for patients, we lead groundbreaking research. We also train the next generation of health care professionals. As Portland's largest employer, we give you opportunities to learn and advance in a system of hospitals and clinics across Oregon and Southwest Washington. All are welcome. OHSU welcomes people of all ages, ethnicities, genders, national origins, religions and sexual orientations. We are striving to build an anti-racist, multicultural institution and encourage people with diverse backgrounds to apply. To request reasonable accommodation, contact askhr@ohsu.edu</div>

Supervisor, Call Center

Waffarha

<div>
 
 Job Summary
 
 
 
 The Call Center Manager is responsible for overseeing daily call center operations, ensuring high levels of customer satisfaction, team performance, and service quality. This role manages staff, optimizes processes, monitors KPIs, and works closely with other departments to meet business objectives.
 
 
 
 Key Responsibilities
 
 
 
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 Manage and supervise daily call center operations (inbound/outbound).
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 Lead, coach, and develop team leaders and call center agents.
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 Set performance goals and monitor KPIs such as AHT, SLA, CSAT, QA scores, and attendance.
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 Ensure excellent customer service standards and handle escalated customer complaints.
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 Prepare schedules, shifts, and workforce planning to meet service levels.
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 Conduct regular performance reviews and provide constructive feedback.
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 Identify training needs and coordinate onboarding and ongoing training programs.
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 Develop and improve call center policies, procedures, and workflows.
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 Prepare daily, weekly, and monthly performance reports for management.
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 Ensure compliance with company policies, data privacy, and quality standards.
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 Collaborate with HR, IT, and Operations to improve systems and processes.
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 Manage call center tools, CRM systems, and telephony platforms.
 
 
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 </ul>
 
 Qualifications &amp; Requirements
 
 
 
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 Bachelor&rsquo;s degree in Business Administration, Management, or a related field (preferred).
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 3&ndash;5 years of experience in call center operations, with at least 2 years in a managerial role.
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 Strong leadership and people-management skills.
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 Experience working with KPIs, dashboards, and performance reporting.
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 Excellent communication and problem-solving skills.
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 Ability to work under pressure and manage multiple priorities.
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 Strong analytical and decision-making abilities.
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 Proficiency in CRM systems and call center software.
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 Fluent in English (additional languages are a plus).
 
 
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 Key Skills
 
 
 
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 Team leadership &amp; coaching
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 Customer experience management
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 Performance analysis &amp; reporting
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 Conflict resolution
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 Process improvement
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 Time &amp; workforce management
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</div>

Call Center Manager

Luxury Bath Technologies Corporate

<div>
 
 
 Call Center Manager
 
 
 
 Company:
 
 Kroll Construction
 
 
 Location:
 
 Garden City, MI
 
 
 Who We Are
 
 
 Kroll Construction is a leader in the bath remodeling industry, delivering high-quality, affordable, and stylish solutions to homeowners. We pride ourselves on exceptional customer service and a results-driven team environment.
 
 
 What We&rsquo;re Looking For
 
 
 We are hiring an experienced
 
 Call Center Manager
 
 to lead our team and drive performance. This role is ideal for a motivated leader who thrives in a fast-paced, sales-driven environment and knows how to build, coach, and scale a successful call center team.
 
 
 What You&rsquo;ll Do
 
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 Lead, hire, train, and manage call center representatives
 
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 Drive team performance and ensure appointment-setting goals are met
 
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 Monitor KPIs including call volume, set rate, and show rate
 
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 Coach and develop team members through ongoing feedback and training
 
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 Manage schedules to ensure proper coverage
 
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 Collaborate with marketing and sales teams to align campaigns and goals
 
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 Improve scripts, processes, and call strategies
 
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 Monitor calls for quality assurance and professionalism
 
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 Ensure accurate reporting and CRM usage
 
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 What You Bring
 
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 2+ years of call center management or leadership experience
 
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 Proven ability to meet or exceed performance metrics
 
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 Strong leadership and team-building skills
 
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 Excellent communication and coaching abilities
 
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 Highly organized with strong problem-solving skills
 
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 Experience in sales or home improvement is a plus
 
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 Comfortable working with CRM and call center systems
 
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 What We Offer
 
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 Competitive base pay + performance bonuses
 
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 Growth and advancement opportunities
 
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 Supportive, team-oriented environment
 
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 Apply Today
 
 
 Ready to lead a high-performing team and grow your career? Apply now to join
 
 Kroll Construction
 
 !
 
</div>

Taqar Consulting Co. LLC

Call Center ManagerLocation: Islamabad or Lahore, Pakistan Job Type: Full-time | On-site Salary: PKR 150,000 &ndash; 300,000We are hiring an experienced Call Center Manager to lead and manage inbound and outbound call center operations. This is a hands-on leadership role in a fast-paced, target-driven environment.Key Responsibilities<ul><li>Manage daily call center operations</li><li>Lead and supervise 20+ agents</li><li>Drive KPIs: conversion, productivity, quality, attendance</li><li>Conduct team meetings, coaching, and performance reviews</li><li>Handle escalations and improve team performance</li></ul>Requirements<ul><li>2+ years experience as Call Center Manager / Telemarketing Manager / Senior Team Lead</li><li>Proven experience managing 20+ agents</li><li>Strong leadership and communication skills</li><li>Good understanding of call center KPIs</li><li>Fluent in English &amp; Urdu</li></ul>What We Offer<ul><li>Competitive salary</li><li>Stable full-time role</li><li>Professional call center environment</li><li>Growth opportunity based on performance</li></ul>Apply with your updated CVJob Type: Full-timePay: Rs150,000.00 - Rs300,000.00 per monthWork Location: In person

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