We are seeking a motivated and experienced Call Center Manager to lead our customer support team. The ideal candidate will have a strong background in customer service management, with a focus on providing exceptional support to users of our platform. This role offers an exciting opportunity to build and manage a high-performing call center team and play a key role in ensuring customer satisfaction and retention.
Responsibilities
- Lead and manage the call center team, including training, coaching, and performance management.
- Develop and implement call center policies, procedures, and performance standards to ensure efficient and effective operations.
- Oversee day-to-day call center activities, including answering customer inquiries, resolving issues, and providing support to users of the platform.
- Monitor and analyze call center metrics and KPIs to evaluate performance, identify areas for improvement, and drive continuous improvement initiatives.
- Collaborate with cross-functional teams, including product development, sales, and marketing, to address customer concerns, collect feedback, and drive product enhancements.
- Develop and implement customer support strategies to enhance customer satisfaction, retention, and loyalty.
- Ensure compliance with regulatory requirements and company policies related to customer support and data privacy.
- Stay informed about industry trends, competitor activities, and market developments to inform call center strategy and operations.
- Conduct regular performance reviews and provide ongoing feedback and coaching to call center agents to support their professional development and growth.
Qualifications
- Bachelor's degree in Business Administration, Management, or related field; Master's degree preferred.
- Minimum of 5 years of experience in call center management or customer service management roles, preferably in the fintech or technology industry.
- Proven track record of success in leading and managing call center teams to deliver exceptional customer service and support.
- Strong understanding of call center operations, best practices, and performance metrics.
- Excellent communication, interpersonal, and leadership skills.
- Ability to multitask, prioritize tasks, and work effectively in a fast-paced startup environment.
- Experience with call center software and CRM systems is preferred.
- Knowledge of supply chain processes or fintech industry is a plus.
