Call Center Manager / Consultant

We are a New Jersey-based laundry systems business seeking a Call Center Consultant to provide expert guidance and training to improve the efficiency and effectiveness of our call center operations. This role is solely for a consultant who can train our on-site and remote managers in the United States to better manage our call center and reduce idle times.

Responsibilities:
– Assess and analyze current call center operations to identify areas of improvement, with a focus on reducing idle times and enhancing performance.
– Develop and implement strategies to optimize call center performance and customer service quality.
– Train and mentor our call center managers in the United States to ensure they can effectively manage their teams and achieve performance goals.
– Collaborate with bilingual call center employees in the Philippines, including Spanish and English-speaking agents, to streamline processes and ensure efficient communication.
– Create and maintain call center performance metrics and KPIs, regularly reporting on key performance indicators to senior management.
– Implement technology solutions and best practices to support efficient call routing and data analysis.
– Provide ongoing support and guidance to call center managers and team members, offering constructive feedback and implementing training programs as needed.
– Stay updated on industry trends and share your expertise to continuously improve call center operations.

Requirements:
– Proven experience as a Call Center Manager or in a similar leadership role.
– Demonstrated success in optimizing call center performance and reducing idle times.
– Strong understanding of call center software and reporting tools.
– Excellent communication and leadership skills.
– Proficiency in both English and Spanish is a plus.
– Strong analytical and problem-solving abilities.
– Exceptional organizational and time management skills.
– Knowledge of laundry or equipment service industry is a plus.

How to Apply:
If you are an experienced call center professional who can serve as a consultant and train our call center manager to enhance efficiency, we encourage you to apply for this role. Please submit your resume along with a brief voice recording (less than 2 minutes) introducing yourself and outlining your relevant experience and training approach for improving call center operations in our New Jersey-based laundry systems business. Send your application to Click to view.

Our laundry systems business is an equal opportunity employer and welcomes candidates from diverse backgrounds to help us improve our call center operations.