Job Description

We are looking for an experienced and dynamic Call Center Manager / Live Chat Support specialist to oversee our customer service operations remotely. In this role, you will be responsible for managing a team of customer service representatives while ensuring high levels of customer satisfaction through effective communication and problem resolution. You will implement strategies to improve call handling efficiency, oversee live chat interactions, and develop training programs for the team. An ideal candidate will possess strong leadership skills and a passion for delivering exceptional customer service. If you thrive in a fast-paced environment and have a proven track record in managing customer support teams, we want to hear from you!

Responsibilities

• Supervise and manage the daily operations of the call center and live chat support team.
• Ensure team members are trained to provide outstanding customer service and resolve inquiries effectively.
• Develop and implement operational strategies to improve efficiency and response times.
• Monitor call center metrics and analyze performance to enhance service delivery.
• Handle escalated customer complaints and feedback with professionalism and empathy.
• Prepare regular reports on team performance and customer satisfaction.
• Foster a positive team culture that prioritizes collaboration and high morale.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.
• Proven experience as a Call Center Manager or in a similar leadership role.
• Strong understanding of call center operations and customer support best practices.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze metrics and utilize data to drive performance improvements.
• Experience with CRM software and call center technology.
• Strong problem-solving abilities and adaptability.
• Previous experience in an educational environment is a plus.
• 3+ years savings/checkings account is a MUST

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