Call Center Manager

Remote | Memphis, TN

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Posted Date 4/14/2021
Description

Reports to: Call Center Director

Location: Memphis, TN

Role Responsibilities

  • Own overall production, efficiency and quality levels, and continuously coach, lead and direct the employees toward “Next Level Performance.”
  • Provide motivational leadership to call center employees.
  • Hit or exceed sales and production forecasts in order to drive revenue.
  • Ensure the proper protocol and processes are being upheld.
  • Interpret individual reports to take action and make changes based on results.
  • Present reports on overall sales/statistics to senior level management.
  • Develop and implement improvements to processes and operations to enhance efficiency and effectiveness.
  • Implement all new campaigns, training team leads to maximize overall efficiency and enforcing new campaign scripts and processes.
  • Maintain positive, consistent and effective communication.
  • Develop and organize motivational incentives and programs.
  • Work with IT to troubleshoot issues with software or phone systems, ensuring that all elements of the call center are fully functional.
  • High School Diploma or GED
  • 3-5 years of previous experience in a revenue driven sales environment
  • At least one year of supervisory experience
  • Experience in the operation of basic office equipment
  • Must be able to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands and to seek supervisory assistance as appropriate.

Preferred:

  • Prior experience in a sales role, call center environment
  • Typing skills of at least 45 wpm
  • At least 6 months’ experience with computer operation
Candidates will be considered in totality of their skills and experience versus strict interpretation of “requirements.”
Job Category
Call-Center
Location
Remote

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