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    • Call Center Manager - Bogotá, Colombia - Sagan

    Sagan
    Sagan Bogotá, Colombia

    hace 2 semanas

    Default job background
    De jornada completa
    Descripción

    Job Title: Call Center Manager - LATAM
    Location:     Remote (CST Time zone)
    Salary Range: up to 3000 USD

    Work Schedule: Monday-Friday, 8:00 AM to 4:00 PM CST

    NOTE: INDEPENDENT CONTRACTOR POSITION

    Company Overview:

    Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

    Client Overview:

    Sagan represents a company dedicated to providing top-notch lead generation and customer interaction services, tailored to meet the diverse needs of our clients. We pride ourselves on delivering exceptional service and driving growth through innovative solutions.

    Position Overview:

    The Call Center Manager is responsible for overseeing the daily operations of the call center, ensuring efficient service delivery, managing staff, and achieving performance targets. This role involves developing and implementing policies, procedures, and systems to improve the overall performance of the call center and enhance customer satisfaction.

    Key Responsibilities:

    Operational Management:

    • Oversee the daily operations of the call center, ensuring all activities align with company standards and objectives.
    • Develop and implement call center policies, procedures, and performance standards
    • Monitor call center metrics and KPIs, providing regular reports to management.

    Staff Management:

    • Recruit, train, and manage call center staff, including team leaders and agents.
    • Conduct regular performance evaluations and provide coaching to improve staff performance.
    • Foster a positive work environment and promote teamwork and employee engagement.

    Customer Service:

    • Ensure high levels of customer satisfaction by maintaining quality standards in service delivery.
    • Handle escalated customer issues and complaints, resolving them in a timely and effective manner.
    • Analyze customer feedback and implement changes to improve service quality.

    Performance Monitoring:

    • Use call center software and tools to monitor call volumes, wait times, call times, abandoned calls, booking rate and other performance indicators.
    • Identify trends and areas for improvement, implementing strategies to enhance efficiency and effectiveness.
    • Conduct regular audits to ensure compliance with company policies and procedures.

    Strategic Planning:

    • Develop and execute call center strategies to achieve business goals and objectives.
    • Collaborate with other departments to align call center activities with overall company strategy.
    • Stay informed about industry trends and best practices, integrating relevant innovations into the call center operations.

    Budget and Operations Support:

    • Identify opportunities to reduce costs without compromising service quality.
    • Monitor expenses and financial performance, providing regular reports to management.

    Qualifications:

    Education:

    • High School diploma or equivalent (required)
    • Bachelors degree in Business Administration, Management, or a related field (preferred)

    Experience:

    • Proven experience in call center management or a similar role
    • Experience in customer service, with a strong understanding of call center operations

    Skills:

    • Excellent leadership and team management skills
    • Strong analytical and problem-solving abilities
    • Proficient in call center software and performance metrics
    • Exceptional communication and interpersonal skills
    • Ability to work under pressure and manage multiple priorities

    Nice-to-Have:

    • Experience with adhering to Gusto's policies for payroll processing.