Call Center Manager/Director

Location: Remote (US-based)
Reports to: VP of Customer Success

Job Summary:

We are seeking an experienced and dynamic Call Center Manager/Director to oversee the daily operations of our 24/7 remote call center. This leader will manage all aspects of the call center, ensuring agents meet performance standards, optimizing billable capacity, improving answer times, and driving key metrics. The ideal candidate will have at least 3 years of experience running a call center independently and will be capable of handling operational, customer-facing, and de-escalation responsibilities. This position requires expertise in data analysis, scheduling, budgeting, churn mitigation, and meeting industry standards. 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.

2. 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.

3. 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.

4. 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.

5. Budget & Financial Management:

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

6. 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.

7. Compliance & Quality Control:

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

8. Reporting & Communication:

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

9. 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.