Call Center Manager - (HR30901DE)

Job Title: Call Center Manager
Location: Remote (EST Time zone)
Salary Range: up to 3000 USD

Work Schedule: Monday - Friday, 8:00 AM to 5:00 PM (EST)

NOTE: INDEPENDENT CONTRACTOR POSITION

Company Overview:

Sagan is an exclusive membership community for top executives, founders, and CEOs seeking to hire and maximize the impact of international talent. We bridge the gap between global talent and US-based businesses, connecting candidates from vibrant regions like Latin America, the Philippines, India, Pakistan, Bangladesh, and Africa with leading American companies. Discover a world of career possibilities with Sagan.

About the Company:

Sagan represents a dynamic and customer-centric organization dedicated to delivering exceptional service experiences. The company emphasizes innovation, operational efficiency, and employee development to meet and exceed customer expectations.

Position Overview:

The Call Center Manager will oversee the daily operations of the call center, driving performance, customer satisfaction, and team development. This role includes recruiting, training, and managing call center agents, ensuring operational efficiency, and collaborating with other departments to align goals and strategies.

Key Responsibilities:

• Recruit, train, and supervise call center agents and support staff.
• Provide coaching, mentoring, and performance feedback to team members.
• Develop and implement staff schedules to ensure adequate coverage.
• Monitor call queues, workflows, and agent productivity.
• Maintain and analyze performance metrics, including call volume, booking rates, and customer response times.
• Ensure all customer inquiries and complaints are handled effectively and promptly.
• Implement quality assurance standards to uphold service excellence.
• Identify and resolve systemic issues impacting customer satisfaction.
• Develop strategies to enhance operational efficiency and the customer experience.
• Prepare and present performance reports to senior management.

Qualifications:

• At least 5 years of relevant experience in call center manager or customer service management.
• Proven leadership, motivational, and interpersonal skills.
• Excellent organizational and problem-solving abilities.
• Familiarity with call center technologies and performance reporting tools.
• Proficiency in analyzing data and generating actionable insights.
• Strong communication skills and the ability to handle challenging conversations.

Nice-to-Haves:

• Experience managing distributed teams or remote employees.
• Knowledge of CRM systems and customer support tools.

Please note: To ensure prompt processing of your application, we kindly request that you submit your resume and an introductory video in English format.