Call Center Manager

Job Description:
We are seeking a highly skilled and detail-oriented Call Center Manager to oversee and manage our Call Center Agents. You will be responsible for ensuring effective communication with clients and our internal team, as well as execution of all lead nurturing strategies and campaigns. This remote position requires fluent and native English proficiency, no accent will be accepted. The ideal candidate will have prior experience managing teams in a call center environment and possess exceptional technological skills, including incorporating an AI chatbot into the team’s operations.

Responsibilities:
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specialists, providing guidance, support, and coaching to ensure
high-performance levels and achievement of team targets.

2. Develop and implement effectively engage and convert potential leads into confirmed appointments

Click to view individual performance thru regular performance evaluations, KPI tracking, and feedback sessions. Identify
areas for improvement and develop action plans to enhance team productivity.

4. Complete and maintain scripts, templates, and techniques for the team
to use for new and existing clients, based on inputs from other teams. All text
scripts MUST have a “human touch” and refrain from sounding automated.

5. Maintain a strong focus on quality assurance, ensuring that
all lead nurturing activities meet or exceed company standards and client expectations.

6. Collaborate with cross-functional teams, including our ads, client success, and sales teams, to align lead nurturing efforts with broader organizational goals.

7. Develop and maintain regular reports on team performance, including key metrics, trends, and actionable insights. Utilize data-driven analysis to make informed decisions and optimize lead nurturing strategies.

8. Identify training needs within the team and develop training programs to enhance skills and knowledge. Conduct regular training sessions to ensure team members stay updated with industry trends and best practices.

Qualifications:
1. Experience: Minimum of 3 years of experience in managing teams of several or more people in a call center environment, preferably within the digital marketing or sales industry.
2. Proficient in utilizing technology and software applications relevant to digital marketing and lead nurturing. Experience with AI chatbot integration is highly desirable. Experience working with call center and CRM software, programmable SMS, project management software, and other communication tools.
3. Demonstrated ability to pay meticulous attention to detail, ensuring accuracy and quality in all aspects of work.
4. Excellent verbal and written communication skills influent and native English. Ability to effectively communicate with clients, team members, and stakeholders.
5. Proven track record of effectively leading and motivating teams to achieve goals. Strong coaching, mentoring, and problem-solving skills. Takes ownership and responsibility for all actions. Ability to address any/all concerns or opportunities in a timely manner. Hold team members accountable to expectations and KPI’s.
6. Ability to analyze data, identify trends, and translate insights into actionable strategies and improvements.
7. Comfortable working in a fast-paced and dynamic environment, with the ability to quickly adapt to changes and embrace new technologies and methodologies.
8. Deep understanding of customer needs and the ability to deliver exceptional customer experiences. Is “Solution Oriented” – Empowered, creative and thinks outside the box when necessary.
9. A bachelor’s degree in a relevant field is preferred, butnot mandatory.

Join our dynamic and innovative team and play a vital role.
Apply now and take your career to new heights!