[Hiring] Call Centre and Remote Support Manager @Express Employment Professionals

Role Description

Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team. This includes:

• Team Leadership: Managing and leading a team of support agents, ensuring they are well-trained and motivated.
• Performance Monitoring: Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.
• Quality Assurance: Implementing and maintaining quality standards for customer interactions to ensure a high level of service.
• Workflow Optimization: Streamlining processes to improve efficiency and reduce customer wait times.
• Training and Development: Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.
• Technology Management: Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.
• Customer Feedback Analysis: Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.
• Escalation Management: Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.
• Resource Planning: Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.
• Reporting and Analytics: Generating reports on support performance and using data to make informed decisions for continuous improvement.
• Communication: Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.
• Remote Work Coordination: If applicable, ensuring effective coordination and communication in a remote support environment.

Qualifications

• Customer Support
• Management
• Operations
• Team Leadership