Main job duties and responsibilities:

1. Conduct regular quality assessments and provide constructive feedback to agents.
2. Manage call center operations to optimize efficiency.
3. Implement strategies to improve call handling times, first-call resolution, and customer satisfaction.
4. Effectively manage relationships with outsourced service providers, ensuring they align with company standards and goals.
5. Conduct regular meetings and performance reviews with outsourced teams.
6. Generate regular reports on call center performance metrics.
7. Analyze data to identify trends and areas for improvement.
8. Handling escalated customer complaints or difficult situations, ensuring timely and effective resolution.
9. Monitor and evaluate the performance of call center agents, setting clear performance goals and objectives.
10. Ensure that all customer interactions meet or exceed established quality standards.

Job requirements:

1. Bachelor’s Degree.
2. Min. 3 years of experience in the same position.
3. Decision-making skills and problem-solving skills
4. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
5. Previous experience in managing outsourced call center teams.
6. Strong leadership and team management skills.
7. Excellent communication and interpersonal skills.
8. Analytical mindset with the ability to use data to drive improvements.
9. Familiarity with call center technologies and software