Customer service Director / Call Center Manager

BnBerry is a fast-paced, high-growth organization in the TravelTech industry, creating tools for Hotels and Resorts to maximize revenue through new online markets.
We are a young and rapidly developing company and are looking to expand our Customer Service team to support our growth and ensure customer success.
In this remote role initially, with the potential of running in office, the successful candidate will be responsible for:
Implement efficient team structure;
Design policies and standard operating procedures for the employees;
Create process flows and funnels;
Participate in the design and integration of the Customer Support / Call Center software;
Establish Key KPI’s;
Develop efficient systems for collecting information related to KPIs in order to performance manage associates;
Coaching and developing of entire call center team to meet and exceed established call center goals, ensuring adherence to established business processes and policies, and creating a positive, competitive, challenging, and results-oriented working environment;
Provide leadership, direction, guidance, and support to all call center team members;
Train, motivate, and coach the Managers/Supervisors on the essential skills required to ensure that each team member has the tools they need to succeed;
Ensure that policies and procedures are consistently and fairly applied and documented;
Accountable for the direction of all team member functions including hiring, assignment, training, disciplinary actions, termination and maintenance of all team member documentation and files;
Update and continuously develop knowledge of products, processes, and call center trends to provide recommendations that improve the customer experience, and employee satisfaction.
Manage all metrics, performance criteria, policies, and procedures to continuously improve call center productivity;
Assist in budget preparation and understand the impact of decisions and actions based on the overall company financial performance;
Ability to scale the team with the company’s growth;
QUALIFICATIONS
Minimum of 5 years of call center experience required, with at least 3 years at the executive level – Director level experience preferred.
Hotel / Travel / Hospitality business experience is favorable.
Ability to manage a team of 60 employees and more.
Excellent written, verbal, interpersonal communication, negotiation, problem-solving, and analytical skills.
Proficient in standard office software applications (MS Office).
Exudes the ability to lead, inspire, motivate, and influence others to achieve their highest potential.
Demonstrated excellence in communication (written and verbal) with internal and external customers.
Results-driven, action-oriented, and self-motivated mindset.
Must be experienced and comfortable working in a fast-paced environment and able to deal well with change and ambiguity.
Please have your applications sent, mandatorily with resume, to:
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Thank you