Call Center Manager - Bogota, Colombia - Sagan

Sagan
Sagan
Empresa verificada
Bogota, Colombia

hace 4 semanas

Carolina González

Publicado por:

Carolina González

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Descripción

Job Title:
Call Center Manager

Location:
Remote (CST Timezone)


Working Schedule:
Monday - Friday, 11:00 AM to 07:00 PM CST (Need to have staggered hours to have weekend call coverage)


Job description:


Key Responsibilities:


Team Leadership and Management:

  • Lead and inspire a team of call center representatives to achieve performance targets and sales goals.
  • Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans as needed.
  • Cultivate a positive and collaborative work environment that fosters individual growth and team success.

Sales Training and Coaching:

  • Develop and implement comprehensive sales training programs to equip team members with the skills and knowledge necessary for success.
  • Provide ongoing coaching and support to representatives, including effective objectionhandling techniques and critical thinking skills during customer interactions.
  • Monitor calls regularly to deliver realtime feedback and coaching to enhance performance and customer satisfaction.

Customer Acquisition Strategy:

  • Collaborate with internal teams and external partners to ensure the call center targets the right customer demographics and segments.
  • Utilize customer data analytics to optimize lead generation strategies and drive continuous improvement in appointment settings.

Communication and Reporting:

  • Maintain effective communication channels with onshore teams to provide updates on call center operations, performance metrics, and opportunities for improvement.
  • Generate regular reports and insights to track progress toward goals and identify areas for enhancement.
  • Serve as a liaison between the offshore call center and other departments to facilitate seamless coordination and alignment.

Qualifications:


  • 2+ years of experience in call center management, preferably within the solar industry.
  • Strong leadership skills with the ability to motivate and inspire a team to achieve exceptional results.
  • Proficiency in using call center software, with experience in 59dialer preferred.
  • Excellent communication and interpersonal skills, with a customercentric mindset.

Nice-to-Haves:


  • Previous experience in solar call center management.
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