Granite Telecommunications seeking a highly skilled and experienced Senior Manager of Customer Care to oversee our international call center operations. This role is critical in ensuring that our call center representatives, based overseas, provide top-notch customer service and support to our clients. The ideal candidate will be responsible for managing day-to-day operations, ensuring adherence to company policies, and driving performance improvements across the team.
Key Responsibilities
Leadership and Management:
Lead and manage a team of international call center representatives, providing guidance, support, and training.
Foster a positive and productive work environment, promoting teamwork and employee engagement.
Conduct regular performance evaluations and provide constructive feedback to team members.
Operational Oversight:
Monitor call center operations to ensure efficiency and adherence to company standards.
Develop and implement policies and procedures to optimize call center performance and customer satisfaction.
Analyze call center metrics and data to identify areas for improvement and implement corrective actions.
Customer Service Excellence:
Ensure that all customer interactions meet or exceed quality standards.
Address and resolve escalated customer issues and complaints in a timely and effective manner.
Collaborate with other departments to improve customer experience and service delivery.
Communication and Coordination:
Maintain regular communication with international call center teams to ensure alignment with company goals and objectives.
Coordinate with internal stakeholders to support call center initiatives and projects.
Report on call center performance and key metrics to senior management.
Qualifications
Bachelor's degree in Business Administration, Communications, or a related field.
Minimum of 5 years of experience in call center management, with a focus on international operations.
Proven track record of leading and managing remote teams.
Strong analytical skills and the ability to interpret data to drive decision-making.
Excellent communication and interpersonal skills.
Proficiency in call center software and technologies.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Telecommunications
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