Call Center Operations Leader

15 hours ago


Noida, Uttar Pradesh, India beBeeManager Full time US$ 60,000 - US$ 85,000
Job Overview

The role of a Call Center Manager involves overseeing daily operations and leading teams to ensure exceptional customer support. You will be responsible for managing staffing, performance metrics, and cross-functional collaboration to drive business success.

Key Responsibilities:
  • Team Leadership & Development: Foster a high-performance culture, conduct regular team meetings, and perform 1:1 performance reviews.
  • Operations Management: Manage daily schedules, handle escalated customer issues, and maintain call center software.
  • Performance Monitoring & Reporting: Analyze call volumes, ticket resolution times, and rep performance, preparing and presenting monthly reports to leadership.
Requirements:
  • Minimum 10 years of experience in call center operations with at least 5 years in a managerial or supervisory role.
  • Proven ability to lead and motivate large teams in high-volume support environments.
  • Strong hands-on experience with call center platforms and tools (e.g., Genesys, NICE, Five9, Freshcaller, Zendesk, Salesforce).
  • Deep understanding of call center KPIs, operational metrics, and performance improvement strategies.
  • Excellent communication, problem-solving, and decision-making skills.

Additional Requirements: Experience working in SaaS or enterprise software support environments is a plus.


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