Call Center Manager / Director (REMOTE)

Call Center Manager/Director

Reports to: VP of Customer Success

Job Summary:

Bilingual candidates are a plus.

Key Responsibilities:

1. Operational Leadership:

• Oversee the 24/7 remote call center, maintaining service levels, agent performance, and customer satisfaction.
• Develop processes to meet industry standards for metrics such as handle time, first call resolution, and answer speed.
• Represent the company in customer meetings and calls, providing professional and timely responses.

1. Data Analysis & Performance Optimization:

• Analyze and leverage data to improve key metrics, such as answer times, abandoned call rates, and billable minutes.
• Develop and track KPIs, implementing actionable steps to meet goals.

1. Team Management & Development:

• Recruit, train, and manage remote agents, ensuring adherence to performance and company standards.
• Provide ongoing coaching and development to foster a culture of dependability and accountability.

1. Scheduling & Workforce Management:

• Create and manage schedules for remote agents, ensuring adequate staffing 24/7.
• Use workforce management tools (e.g., Erlang) to predict call volume and adjust schedules as needed.

1. Budget & Financial Management:

• Manage the call center budget, including payroll and resource allocation.
• Monitor financial metrics to maintain profitability and reduce costs.

1. Customer Engagement & Retention:

• Engage directly with customers to resolve escalations, using proven de-escalation strategies.
• Develop and implement churn mitigation and retention strategies to maintain customer relationships.
• Participate in customer meetings as needed, representing the company professionally.

1. Compliance & Quality Control:

• Ensure compliance with regulations and company policies.
• Implement and monitor quality assurance processes.

1. Reporting & Communication:

• Report regularly to senior management on key metrics, budgets, and challenges.
• Collaborate with other departments to align business objectives.

1. Process Improvement:

• Lead initiatives for continuous improvement, driving process changes that enhance service quality and agent productivity.

Key Qualifications:

• Experience:
• 3+ years in a Call Center Manager/Director role, particularly in a 24/7 environment.
• Proven experience running a call center independently from startup or high-growth environments.
• Demonstrated success in meeting performance metrics in areas such as answer times and billable capacity.
• Experience in churn mitigation and customer retention strategies.
• Skills:
• Expertise in scheduling and workforce management in a 24/7 operation.
• Strong data analysis skills for optimizing performance.
• Experience with budget and payroll management.
• Proven experience in de-escalation strategies and managing customer relationships.
• Ability to manage remote teams and enforce accountability.
• Excellent written and verbal communication skills, customer-facing professionalism required.
• Bilingual (preferred).
• Technical Skills:
• Proficiency in call center software (e.g., 8x8, LawRuler) and workforce management tools (e.g., Erlang).
• Advanced Excel skills and familiarity with data analytics platforms.
• Experience with CRM systems and quality assurance platforms.

Tech Requirements:

• Reliable high-speed internet with a backup for connection drops.
• A computer with a minimum of 16GB RAM and 512 GB storage (no Chromebooks).
• A quiet workspace free from distractions.
• USB-plugged headset (no Bluetooth or AirPods), mouse, and dual screens.
• Active and up-to-date malware/anti-virus software.

Additional Information:

• Must reside in the United States and be eligible to work in the US.
• Contingent on a clear background check.
• Compensation: Base salary plus performance-based bonus.
• Schedule: M-F with availability on weekends as needed. Flexibility in schedules is mandatory.
• Customer-facing role with professional communication required for customer meetings and escalations.