call center manager

DotLynx Recruitment

<p><b>Job Purpose</b></p><p>The Call Center Manager will oversee the daily operations of the call center, ensuring efficient service delivery, achieving KPIs, and maintaining high levels of customer satisfaction. This role requires strong leadership, operational excellence, and the ability to implement strategies in alignment with the company&rsquo;s objectives.</p><p><b>Key Responsibilities</b></p><ul><li>Lead, manage, and motivate a team of call center supervisors and agents to achieve performance targets.</li><li>Develop and implement strategies to improve service levels, productivity, and customer satisfaction.</li><li>Monitor key metrics (AHT, FCR, CSAT, SLAs) and prepare regular performance reports for management.</li><li>Ensure compliance with Saudi labor laws, company policies, and quality standards.</li><li>Implement workforce planning, scheduling, and resource allocation to meet call volumes effectively.</li><li>Train and develop staff through coaching, mentoring, and performance reviews.</li><li>Manage escalations, resolve customer complaints, and ensure timely follow-ups.</li><li>Collaborate with IT and CRM teams to enhance call center technology and reporting tools.</li><li>Control operational costs while maintaining service efficiency.</li><li>Drive continuous improvement initiatives within the call center.</li></ul><p><b>Qualifications &amp; Skills</b></p><ul><li>Bachelor&rsquo;s degree in Business Administration, Management, or related field.</li><li>Minimum 7&ndash;10 years of experience in call center operations, with at least 3 years in a managerial role.</li><li>Strong leadership and people management skills.</li><li>Excellent communication in <b>English and Arabic</b> (preferred).</li><li>Knowledge of call center software (CRM, ACD, IVR, WFM systems).</li><li>Analytical mindset with strong problem-solving skills.</li><li>Ability to thrive in a fast-paced and customer-focused environment.</li></ul><p>Job Type: Full-time</p>

Call Center Manager

CrossCountry Mortgage, LLC

<div><div>CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.</div><div></div><div>
A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You&rsquo;ll get unwavering support from all departments and total transparency from the top down.</div><div></div><div>
CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.</div><div></div><div>
Position Overview:</div><div>
The Call Center Manager &ndash; Inside Sales leads and develops a team of ten Inside Sales Representatives, overseeing daily operations in a dynamic, high-volume environment. This role drives team performance through hands-on coaching, clear accountability structures, and continuous team-development initiatives. Collaborating with leadership, the Call Center Manager-Inside Sales works to refine scripts, optimize workflows, and leverage data-driven insights to consistently exceed team performance goals and call metrics.</div><div></div><div>
Job Responsibilities:</div><ul><li>
Oversee daily operations of the Inside Sales team, ensuring performance goals and call metrics are consistently met.</li><li>
Provide hands-on coaching, training, and feedback to improve call quality, lead conversion, and client engagement.</li><li>
Monitor and analyze team performance using KPIs, call tracking, and reporting, and implement strategies to enhance productivity.</li><li>
Partner with leadership to refine scripts, processes, and workflows to maximize efficiency.</li><li>
Manage full employee lifecycle for ISRs including hiring, onboarding, performance management, and terminations as needed.</li><li>
Foster a positive, energetic, and accountable team culture that aligns with company standards.</li><li>
Collaborate with loan officers and leadership to ensure smooth handoff of leads and alignment of sales strategy.</li></ul><div></div><div>
Qualifications and Skills:</div><ul><li>
Experience managing a call center team, preferably in an inside sales or outbound sales environment.</li><li>
Experience with CRM systems, call center technologies, and performance reporting tools to drive data-driven insights.</li><li>
Experience succeeding in a dynamic, high-volume call center environment.</li><li>
Experience in mortgage lending or financial services, preferred.</li><li>
Excellent leadership and people management skills, demonstrated through coaching, mentoring, and motivating high-performing teams.</li><li>
Excellent communication and problem-solving skills.</li></ul><div></div><div><div>
CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! <div>careersatccm.com</div></div><div><br>
CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: <div>https://mycrosscountrybenefits.com</div></div><div></div><div>
California residents: Please see CrossCountry&rsquo;s <div>privacy statement</div> for information about how CrossCountry collects and uses personal information about California applicants.</div><div><br>
CrossCountry Mortgage supports equal employment opportunity in hiring, development and advancement for all qualified persons without regard to race, color, religion, religious creed, national origin, age, physical or mental disability, ancestry, marital status, uniformed service, covered veteran status, citizenship status, sex (including pregnancy, childbirth, and related medical conditions, and lactation), sexual orientation, gender identity, gender expression, transgender status, domestic violence victim status (where applicable), protected hair style or texture, genetic information (testing or characteristics), or any other protected status of an individual or because of the individual&rsquo;s association with a member of a protected group or any other characteristic protected by federal, state, or local law (&ldquo;Protected Characteristics&rdquo;). The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion.</div><div><br>
CrossCountry Mortgage, LLC (NMLS3029) is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit <div>www.NMLSConsumerAccess.org</div>.</div></div></div>

Mplus Türkiye

<div>
 <p>
  Wir suchen einen
  <strong>
   Operations Manager (Operasyon Y&ouml;neticisi)
  </strong>
  mit umfangreicher Erfahrung im Bereich Call Center, um unser dynamisches Team zu verst&auml;rken.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Ihre Aufgaben:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Verantwortung f&uuml;r die operative Leitung und Optimierung der t&auml;glichen Abl&auml;ufe im Call Center.
  </li>
  <li>
   &Uuml;berwachung und Verbesserung von KPIs zur Sicherstellung von Effizienz und Qualit&auml;t.
  </li>
  <li>
   Entwicklung und Implementierung von Strategien zur Steigerung der Kundenzufriedenheit.
  </li>
  <li>
   F&uuml;hrung, Coaching und Motivation von Teamleitern und deren Teams.
  </li>
  <li>
   Sicherstellung der Einhaltung von Unternehmensrichtlinien und -standards.
  </li>
  <li>
   Erstellung von Berichten und Analyse der Performance zur Ableitung von Verbesserungsma&szlig;nahmen.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Ihr Profil:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Deutsch auf muttersprachlichem Niveau.
  </li>
  <li>
   Englisch auf fortgeschrittenem Niveau (C1 oder h&ouml;her).
  </li>
  <li>
   Nachgewiesene Erfahrung im Call Center Management oder in einer vergleichbaren Position.
  </li>
  <li>
   Hervorragende Kommunikations- und F&uuml;hrungsf&auml;higkeiten.
  </li>
  <li>
   Analytisches Denkverm&ouml;gen und Verst&auml;ndnis f&uuml;r Kennzahlen und Prozesse.
  </li>
  <li>
   Organisationsst&auml;rke sowie die F&auml;higkeit, Priorit&auml;ten in einem dynamischen Umfeld zu setzen.
  </li>
  <li>
   Erfahrung in einem internationalen Arbeitsumfeld ist von Vorteil.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Was wir bieten:
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Flexibles Arbeiten im Remote-Modus.
  </li>
  <li>
   Entwicklungsm&ouml;glichkeiten in einem wachsenden Unternehmen.
  </li>
  <li>
   Attraktive Verg&uuml;tung und Benefits.
  </li>
  <li>
   Eine dynamische und unterst&uuml;tzende Teamkultur.
  </li>
 </ul>
</div>


Operations Manager

CLINICA SABAH

<p><b>Position:</b> Call Center Supervisor Medical Sector (Hospitals &amp; Clinics Experience Required)<br/><b>Location:</b> Clinica Sabah Group &ndash; Dubai</p><p><b>Job Description:</b></p><p><b>Clinica Sabah Group</b> is seeking an experienced <b>Call Center Supervisor</b> to oversee daily call center operations within a medical environment (clinics or hospitals). The ideal candidate must have previous experience in healthcare call centers and be able to lead a team, coordinate appointments efficiently, and ensure excellent patient service.</p><p><b>Requirements:</b></p><ul><li>Supervise and support the call center team&rsquo;s daily activities.</li><li>Oversee appointment bookings and coordinate with internal <b>medical departments</b>.</li><li>Ensure professional and timely responses to patient inquiries.</li><li>Monitor call quality and adherence to healthcare privacy standards.</li><li>Train new team members and conduct regular performance evaluations.</li><li>Handle escalated calls and resolve patient issues professionally.</li><li>Prepare performance reports and analyze call data for improvements.</li></ul><p><b>Requirements:</b></p><ul><li><b>2&ndash;3 years of experience</b> supervising a call center within a <b>hospital or clinic</b>.</li><li>Strong knowledge of appointment scheduling and patient handling systems.</li><li>Fluency in <b>Arabic and English</b> (spoken and written).</li><li>Proficiency with call center and healthcare software (e.g., CRM, HIS).</li><li>Strong leadership, communication, and problem-solving skills.</li></ul><p><b>Benefits:</b></p><ul><li>Competitive monthly salary.</li><li>Medical insurance.</li><li>Paid annual leave.</li><li>Professional work environment with growth opportunities.</li></ul><p>Job Type: Full-time</p><p>Pay: AED4,000.00 - AED7,000.00 per month</p><p>Education:</p><ul><li>Diploma (Required)</li></ul><p>Experience:</p><ul><li>Call Center Supervisor &ndash; Medical: 2 years (Required)</li></ul><p>Language:</p><ul><li> English fluently (Required)</li></ul>

Call Center Supervisor

<div>Job Description:
<div><b>Senior Manager, Nurse Navigation Call Centers</b></div><div><b>
Location: Lewisville, TX</b></div><div><b>
$115K-$120K Range</b></div><div></div><div><br>
</div><div><b>
Why Choose GMR?</b> Global Medical Response (GMR) and its family of solutions are dedicated to delivering compassionate, quality medical care, primarily in the areas of emergency and patient relocation services. Here you&rsquo;ll embark in meaningful work that will make an impact on you and the customers we service. View our employees&rsquo; stories on how we provide care to the world at www.AtaMomentsNotice.com.</div><div>
</div><div>
The Nurse Navigation <b>program&rsquo;s</b> mission is focused on improving access to high-quality care, decreasing unnecessary healthcare expenditures, and improving the overall experience, satisfaction, and clinical outcomes for the populations we serve.</div><div>
</div><div>
The Nurse Navigation program is growing and expanding with a second call center located in Phoenix, Arizona in a state-of-the-art Integrated Communications Center (ICC). Using proprietary evidence based clinical decision software to immediately evaluate a caller&rsquo;s current condition, we can match the caller with the appropriate resources to meet the caller&rsquo;s unique healthcare needs.</div><div>
</div><div>
The Senior Manager, Nurse Navigation Call Center, reporting to the VP, Nurse Navigation, is responsible for overseeing the daily operations of the nurse navigation call centers. This role involves managing a team of nurse navigators, ensuring high-quality care, and implementing strategies to improve efficiency and caller satisfaction.</div><div>
</div><div><b>
Key Responsibilities:</b></div><ul><li>
Oversee the daily operations of the nurse navigation call centers.</li><li>
Manage and support a team of nurse navigators.</li><li>
Develop and implement strategies to improve call center efficiency and caller satisfaction.</li><li>
Monitor and analyze call center performance metrics.</li><li>
Ensure compliance with healthcare regulations and standards.</li><li>
Collaborate with other departments to enhance navigation services.</li><li>
Provide coaching and development opportunities for staff.</li><li>
Handle escalated caller issues and concerns.</li></ul><p><b>
Qualifications:</b></p><ul><li>
Bachelor&rsquo;s degree in nursing or a related field.</li><li>
Current RN license.</li><li>
Minimum of 5 years of experience in a healthcare setting, with at least 2 years in a managerial role.</li><li>
Strong leadership and team management skills.</li><li>
Excellent communication and interpersonal skills.</li><li>
Ability to analyze data and make informed decisions.</li><li>
Knowledge of healthcare regulations and standards.</li><li>
Experience using Workforce Management systems.</li></ul><div><b>
Required Skills:</b></div><ul><li>
Proficient in MTLS, VoIP telephone, recording, and other call center equipment/software programs.</li><li>
Strong organization, project management, and problem-solving skills.</li><li>
Effective oral and written communication and interpersonal skills.</li><li>
Knowledge of Power BI, Excel, PowerPoint, Access, and Word.</li><li>
Experience in public safety or medical services preferred.</li><li>
Knowledge of performance evaluation and customer service metrics.</li><li>
Experience in basic financial analysis (cost-effectiveness, cost-benefit, etc.).</li><li>
Ability to create and maintain a positive and cooperative work environment.</li><li>
Ability to multi-task efficiently and effectively.</li><li>
Adaptable to change.</li><li>
Ability to act calmly and quickly in emergency situations.</li><li>
Strong attention to detail.</li><li>
Commitment to personal and professional growth through the advancement of leadership knowledge, skills, and abilities.</li></ul><div><b>
Working Conditions:</b></div><ul><li>
Full-time position.</li><li>
May require occasional evening or weekend hours.</li><li>
Office-based</li><li>
Expected 25% Travel</li></ul><div></div><div><br>
</div>
EEO Statement:
<ul><li>Salary Range $115k-$120k</li><li>
Check out our careers site Benefits | GMR Careers to learn more about our comprehensive benefit options, which include medical, vision, dental, 401k, disability, FSA, HSA, EAP, vacation and paid time off.</li><li>
The application window for this position is anticipated to close on 10.4.2025</li></ul>
More Information about this Job:
<div>Check out our careers site <i>benefits page</i><i> </i>to learn more about our benefit options.</div></div>

Manager Comm Ctr Standardization

Techbridge Consultancy Services

<p><b>Job Title:</b><br/>Telecom Call Centre Operations Manager &ndash; US Market</p><p><b>Company Overview:</b><br/>We&rsquo;re seeking a seasoned <b>Call Centre Operations Manager</b> to lead our team, drive performance, and help scale our operations.</p><p><b>Job Details:</b></p><ul><li><b>Location:</b> Lahore (On-site)</li><li><b>Job Type:</b> Full-time</li><li><b>Salary:</b> PKR 250,000 per month</li><li><b>Incentives:</b> Attractive performance-based bonuses</li><li><b>Schedule:</b> Night shift (07:00 PM-04:00 AM Pakistan Time)</li></ul><p><b>Key Responsibilities</b></p><ul><li><b>Leadership &amp; Team Management</b></li><li>Oversee and manage a team of call center agents</li><li>Hire, train, and develop team leads and high-performing agents.</li><li>Foster a positive, performance-driven culture through coaching, mentoring, and leadership.</li><li><b>Operational Excellence</b></li><li>Ensure smooth day-to-day operations of the call center floor.</li><li>Establish and maintain standard operating procedures (SOPs).</li><li>Conduct regular team meetings, performance reviews, and calibration sessions.</li><li><b>Performance Monitoring &amp; Reporting</b></li><li>Track, analyze, and report on key performance indicators (KPIs) such as conversion rate, AHT, FCR, CSAT, attendance, and productivity.</li><li>Utilize CRM and reporting tools to identify trends, opportunities, and areas for improvement.</li><li>Drive continuous improvement initiatives using data insights and feedback.</li><li><b>Sales Strategy &amp; Campaign Management</b></li><li>Manage outbound/inbound sales campaigns for US-based Internet and TV services.</li><li>Coordinate with marketing and product teams to implement scripts, promotions, and sales tactics.</li><li>Optimize agent performance to achieve and exceed sales targets.</li><li><b>Client &amp; Stakeholder Engagement</b></li><li>Communicate regularly with US clients and internal stakeholders.</li><li>Deliver progress updates, resolve escalations, and align operations with client expectations.</li><li>Maintain high client satisfaction through operational consistency and transparency.</li></ul><p><b>Required Qualifications</b></p><ul><li><b>Minimum 5 years</b> of experience in managing large-scale call center operations.</li><li>Proven success in <b>leading U.S. sales campaigns</b>, especially in <b>telecom/internet/cable services</b>.</li><li>Strong understanding of <b>call center KPIs</b>, WFM, CRM tools, and reporting dashboards.</li><li>Demonstrated ability to <b>hire, train, and motivate large teams</b> to exceed performance goals.</li><li>Excellent <b>communication, leadership, and conflict-resolution</b> skills.</li><li>Strong problem-solving mindset with the ability to work under pressure.</li><li><b>Fluency in English</b> &ldquo;US accent&rdquo; (spoken and written) is essential.</li><li>Willingness to work <b>night shifts</b> (07:00 PM-04:00 AM Pakistan Time).</li></ul><p>Job Type: Full-time</p><p>Application Question(s):</p><ul><li>Do you have 5+ years of experience managing large-scale U.S. sales call centre operations  in telecom, internet, or cable?</li><li>Can you share an example of how you have successfully improved KPIs such as conversion rate, CSAT, or AHT in your previous role?</li><li>Are you comfortable working night shifts (07:00 PM &ndash; 04:00 AM Pakistan Time) on a full-time basis?</li><li>How would you rate your English communication skills, particularly your ability to communicate fluently in a U.S. accent with both clients and team members?</li></ul><p>Work Location: In person</p>

Telecom Call Centre Operations Manager – US Market

Eren Perakende

<div>
 <p>
  For more than 55 years, Eren Perakende has been uniting world-renowned brands with consumers in Turkey. In 1990, the company partnered with Devanlay to begin the licensed production and distribution of Lacoste in Turkey. Since then, Eren Perakende has taken on the distributorship of global brands such as Burberry, Gant, Nautica, and Converse.
 </p>
 <p>
  <br/>
 </p>
 <p>
  In 2008, the company launched its own retail concept with Occasion stores, followed by the introduction of the innovative SuperStep store concept in 2012. Embracing a multi-channel strategy in 2020, Eren Perakende expanded its online sales network and redefined the shopping experience through House of SuperStep, transforming retail into an experience-driven model.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Expanding its brand portfolio with names like Intersport, SuperKids, Fashfed, United4, Sanal &Ccedil;ad&inodot;r and Heartbeat, Eren Perakende now operates in 25 countries, with over 8,000 employees, nearly 700 stores, and 17 digital platforms.
 </p>
 <p>
  <br/>
 </p>
 <p>
  We are looking for an
  <strong>
   Customer Relations Manager
  </strong>
  to contribute to our premium lifestyle brands in this growth journey.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Description
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Manage processes to boost customer satisfaction by ensuring efficient and effective call center operations. Collaborate closely with Business, Product, Operations, and Customer Service teams to deliver a seamless and excellent customer experience.
  </li>
  <li>
   Analyze customer feedback and satisfaction metrics (NPS, CSAT) to identify improvement opportunities and monitor call center performance.
  </li>
  <li>
   Manage communication technologies such as IVR, CRM, call routing systems, and chat platforms to optimize customer interactions.
  </li>
  <li>
   Utilize reporting systems to track performance, analyze trends, and derive actionable business insights.
  </li>
  <li>
   Supervise, train, and motivate call center staff to enhance productivity and job satisfaction.
  </li>
  <li>
   Establish and monitor key performance indicators (KPIs), regularly assessing team and individual performance against benchmarks.
  </li>
  <li>
   Handle customer complaints effectively, developing solution-oriented strategies and implementing continuous improvement initiatives.
  </li>
  <li>
   Oversee projects related to customer relations and call center system enhancements, ensuring timely delivery and adherence to budget.
  </li>
  <li>
   Lead workforce planning and scheduling to optimize resource allocation and service levels.
  </li>
  <li>
   Ensure compliance with company policies, industry regulations, and quality standards.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Minimum 8 years of experience in multi-channel contact center management (phone, email, chat, social).
  </li>
  <li>
   Strong leadership and people management skills with a customer-first mindset.
  </li>
  <li>
   Proven ability to drive process improvements and change management initiatives.
  </li>
  <li>
   Advanced analytical and problem-solving skills; experienced in performance reporting and data-driven decision making.
  </li>
  <li>
   Proficiency in CRM platforms, call center technologies, and MS Office applications.
  </li>
  <li>
   Excellent communication, negotiation, and presentation skills in English.
  </li>
  <li>
   Bachelor&rsquo;s degree in a related field.
  </li>
 </ul>
</div>


Customer Relations Manager

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