TheHiveCareers · 1 month ago
Call Centre Manager
Miami, FL, United States
Full-time
Onsite
Mid LevelTheHiveCareers is seeking a skilled call center manager to lead their representatives in improving performance and service quality. The role involves establishing objectives, providing training, analyzing data, and enhancing processes to better support customers.
Human Resources
Responsibilities
Hiring, training, coaching, and leading call center representatives as they provide support for customers
Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives
Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees
Assisting other management team members in identifying trends and establishing call center goals
Ensuring staff members are achieving desired service levels and taking corrective action, as needed
Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
Authorizing replacements or refunds
Taking on other tasks or projects to support employees, other managers, and call center operations
Qualification
Required
High school diploma or equivalent
Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills
Knowledge of management principles and familiarity with company products, services, and policies
Strong coaching and leadership skills, ability to motivate employees
Decisiveness and attention to detail
Proficiency with the necessary technology, including computers, software applications, phone systems, etc
Polite, professional phone voice
Preferred
More education or experience in a related field may be preferred
Company
TheHiveCareers
TheHiveCareers is the Caribbean’s leading workforce and talent development platform, connecting businesses with skilled professionals for freelance, contract, project-based, and permanent roles.
Founded in 2020
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Melarka Williams
Founder and CEO
Company data provided by crunchbase