Call Center Team Manager

Description

We are seeking experienced call center Team Managers to assist the company’s leadership in recruiting, developing and managing a call center staff of sales representatives in the delivery of exceptional customer experiences on behalf of our clients.

This is an exceptional (ground floor) growth and development opportunity for experienced call center Team Managers. Be a pioneer member of the leadership team for this new, Jamaican Business Process Outsourcing (BPO) call center. We are seeking experienced call center Team Managers to assist the company’s leadership in recruiting, developing and managing a call center staff of sales and technical support representatives in the delivery of exceptional customer experiences on behalf of our clients.
Duties and Responsibilities:

• Oversight and leadership of a team of up to 20 team members
• Assist in the recruiting, selection and on-boarding of call center staff
• Assist in the training and development of call center staff
• Provide day-to-day management and oversight of call center staff performance, including (but not limited to):
  • Individual team member attendance (schedule adherence)
  • Individual team member performance metric adherence
  • Individual team member quality assurance and customer satisfaction performance management
  • Individual team member coaching and performance improvement management
  • Key Performance Indicator (metrics) performance results reporting
  • Development and management of individual and team level PIP (Performance Improvement Plans)
  • Presentation of performance reports and PIP to management and clients
  • Staff forecasting, schedule development and oversight
  • Motivation, career planning and on-going development of assigned team members

 Requirements:

• Four year degree in business or a related discipline (or an equivalent combination of education and industry experience)
• 2+ years of progressive leadership and management experience in a call center or similar business environment
• Excellent written and verbal communication skills
• Excellent presentation skills
• Significant experience building, training and motivating employees
• Proficiency in Microsoft Office Products (Word, Excel, PowerPoint, etc.)

Company Requirements (If successful):

• On condition of employment you will be required to submit to a drug test.
• On condition of employment you will be required to process a police record certificate.
• On condition of employment you will be required to present the following;
• Updated resume
• 2 passport size photos
• Educational qualifications
• Birth Certificate and Marriage Certificate(if applicable)
• Valid Government issued photo identification
• TRN & NIS cards
• P45 (if applicable)

Note: Please submit detailed work history (CV), including compensation history. If you had previously applied for this role, please do not reapply

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