Call Center Manager

Overview

A rapidly expanding call center, operational for 10 months and experiencing accelerated growth, is seeking a dynamic and creative Call Center Operations Specialist. This role is pivotal in expanding both US and international operations, with the goal to quadruple staff, revenue, and customers by the end of 2024. The successful candidate will work closely with the Call Center Manager, focusing on maximizing billable capacity, enhancing operational efficiency, and driving significant revenue growth. This position offers an unparalleled opportunity to impact the business directly and carve out a substantial career path.

Challenges you would face

Develop strategies to enhance billable capacity and operational efficiency
Employ data analytics for identifying improvement areas and trends
Oversee the data team and guide data-driven process optimizations
Lead software transition efforts, enhancing productivity and customer satisfaction
Monitor and respond to KPIs, ensuring alignment with business targets
Anticipate volume and staffing needs through detailed data analysis
Stay updated on call center industry trends and technologies for strategic implementation
Cultivate a collaborative and innovative work environment
Regularly report on call center performance and progress to senior management

The ideal candidate

Bachelor's degree in Business Administration, Management, or a related field
Minimum of 5 years of experience in a leadership role within a call center environment
Proven track record of driving operational excellence and revenue growth in a call center
Strong analytical skills with proficiency in data analysis and making data-driven decisions
Demonstrated experience in implementing process improvements, managing change, and driving operational efficiencies
Proficiency in 8x8 call center software
Excellent communication skills, both verbal and written
Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities and business needs
Strong project management skills, capable of managing multiple initiatives simultaneously and delivering results within tight timelines

Plus

Experience with transitioning to new call center software platforms or other technology systems
Familiarity with other technology platforms in addition to 8x8 call center software
Experience in forecasting volume and staffing needs based on data analysis