Job Summary: The Call Center Operations Manager will be responsible for managing and optimizing the daily operations of our remote call center. This role involves overseeing a team of supervisors and customer service representatives, ensuring efficient workflow, and implementing strategies to enhance productivity and service quality. The ideal candidate will possess strong leadership skills, a deep understanding of call center metrics, and the ability to drive continuous improvement in a remote environment.

Key Responsibilities:

• Lead and manage the overall operations of the remote call center.
• Supervise and support a team of call center supervisors and customer service representatives.
• Develop and implement operational policies and procedures to ensure efficiency and compliance with company standards.
• Monitor and analyze key performance indicators (KPIs) to identify trends and areas for improvement.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Handle escalated customer issues and ensure timely and effective resolution.
• Coordinate with other departments to ensure seamless service delivery and address operational challenges.
• Manage scheduling, staffing, and resource allocation to meet call center demands and service levels.
• Design and deliver training programs to enhance team capabilities and knowledge.
• Utilize call center technology and tools to track performance and generate reports.
• Stay current with industry trends and best practices to continuously improve operations and customer service quality.

Qualifications:

• Proven experience as a Call Center Operations Manager or in a similar leadership role.
• In-depth knowledge of call center operations, metrics, and best practices.
• Excellent leadership, coaching, and team-building skills.
• Strong analytical and problem-solving abilities.
• Exceptional communication and interpersonal skills.
• Proficiency in using call center software and tools.
• Ability to work independently and manage a remote team effectively.
• Strong organizational and multitasking skills.
• Must be friendly with Flexible shifts

Preferred Qualifications:

• Experience managing a remote or virtual call center team.
• Knowledge of BPO regulations and standards.
• Advanced certifications in call center management or customer service.

Technical Requirements:

• Reliable high-speed internet connection (with static IP)
• A dedicated, quiet, and distraction-free workspace at home.
• Desktop / Laptop with a minimum of [i3 processor & 8 GB Ram].
• Headset with microphone for clear communication.