Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Call Center Experience KPI Management Microsoft Dynamics CRM Workforce Planning Escalation Management Customer Complaint Resolution Performance Analytics Policy Enforcement Operational Efficiency Process Engineering Business Strategies Telephony Workforce Optimization Process Improvement Employee Engagement

Other Skills

•
Training And Development
•
Customer Service
•
Communication
•
Leadership
•
Multitasking
•
Team Building
•
Social Skills
•
Coaching
•
Problem Solving

Roles & Responsibilities

Bachelor's degree in Business Administration, Management, or a related field
Minimum of 5 years of experience in call center management or a similar role
Strong knowledge of call center software and tools, as well as CRM and VoIP systems
Exceptional leadership, communication, and interpersonal skills

Requirements:

Lead, mentor, and manage the call center team to achieve individual and team performance goals
Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency
Monitor and analyze KPIs to identify areas for improvement and implement necessary changes
Collaborate with management to forecast call center needs and optimize staffing levels

ReWorks Solutions

About ReWorks Solutions

At ReWorks Solutions, we help businesses scale smarter by blending cost-effective outsourcing with high-performance teams and strategic operations. We don’t just fill positions—we handpick top talent and seamlessly integrate them into your workflow, ensuring efficiency, quality, and real results. Our proven process streamlines operations, reduces costs, and boosts productivity, giving U.S. and international businesses access to highly skilled professionals without compromising on quality. Whether you need a dedicated remote team or specialized support, we tailor our solutions to fit your business needs. Why Choose Us? ✅ Top-Tier Talent: We carefully curate professionals who match your company’s culture and expertise requirements. ✅ Cost-Effective Solutions: Reduce overhead costs without sacrificing quality or efficiency. ✅ Seamless Integration: We make outsourcing easy, ensuring smooth collaboration with your in-house team. ✅ Scalable & Flexible: Whether you need a small team or a full-scale operation, we grow with your business. ✅ Results-Driven Approach: We focus on real impact—helping you optimize operations and achieve your goals. Let’s Build Your Dream Team! Ready to unlock the power of smart outsourcing? Connect with us today and let’s build a high-performing, cost-efficient team that drives your business forward.

Founded: 2018

Company size: 11 - 50

Website LinkedIn See all jobs →

Job description

Call Centre Manager

Company: ReWorks Solutions

Location: Remote

Employment Type: Full-Time (US hrs - 9am-5pm EST)

Key Responsibilities:

Lead, mentor, and manage the call center team to achieve individual and team performance goals.
Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency.
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes.
Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices.
Collaborate with management to forecast call center needs and optimize staffing levels.
Address escalated customer issues and provide solutions in a timely manner.
Promote a positive and engaging work environment that fosters team collaboration and morale.

Requirements

Bachelor's degree in Business Administration, Management, or a related field.
A minimum of 5 years of experience in call center management or a similar role.
Strong knowledge of call center software and tools, as well as CRM and VoIP systems.
Exceptional leadership, communication, and interpersonal skills.
Ability to analyze performance data and implement improvement strategies.
Strong problem-solving skills and the ability to manage multiple tasks effectively.
Commitment to delivering outstanding customer service and driving team success.

Benefits

Comfortable working U.S. hours
Remote work from home

Fraud Disclaimer: ReWorks Solutions will never request payment during recruitment or require in-person office visits. All official communication will come from a ReWorks Solutions email address. Please verify any suspicious messages with our team directly.