**Job Description: Call Center Manager** **Primary Responsibilities**: **Manage Call Center Operations**: You will be responsible for overseeing the day-to-day operations of the call center, ensuring that all activities are conducted in accordance with company policies and procedures. **Develop and Implement Call Center Strategies**: You will develop and implement call center strategies aimed at improving efficiency, productivity, and customer satisfaction. **Monitor Performance Metrics**: You will monitor and analyze call center performance metrics, such as call volume, call abandonment rates, and average handling time, to identify areas for improvement. **Manage Call Center Staff**: Your responsibilities will include managing call center staff, which involves tasks such as hiring, training, scheduling, and performance management. **Ensure Compliance**: You will ensure that the call center operates in compliance with all relevant regulations and standards, such as PCI-DSS and HIPAA. **Develop and Maintain Call Center Technology**: Collaborating with the IT department, you will work on developing and maintaining call center technology, including phone systems, CRM software, and reporting tools. **Provide Customer Service**: You will handle customer service interactions, particularly those requiring escalation or involving complex issues. **Develop and Maintain Call Center Processes**: Your role will involve developing and maintaining call center processes, including call scripts, escalation procedures, and quality assurance programs. **Analyze Customer Feedback**: You will analyze customer feedback to identify areas for improvement and develop strategies aimed at enhancing customer satisfaction. **Collaborate with Other Departments**: You will collaborate with other departments, such as marketing and sales, to ensure the call center's alignment with the overall business strategy. **Hiring, Firing, and Training of Agents**: You will oversee and hold responsibility for the performance of every agent. You will have the final say in hiring, be involved in training, and take prompt action in cases of underperformance. Our approach involves swift hiring and even swifter action in cases of non-performance. New agents are placed on the phone from day 1, and you will be responsible for determining their readiness to interact with customers. Maintaining a high standard of agents is of paramount importance. **Qualifications**: - Bachelor's degree in business, management, or a related field - 3+ years of experience in call center management - Strong leadership and management skills - Excellent communication and interpersonal skills - Ability to analyze data and make data-driven decisions - Strong customer service orientation - Knowledge of call center technology and software - Ability to thrive in a fast-paced and dynamic environment - Capability to manage multiple priorities and meet deadlines - Proficient problem-solving and decision-making skills If you possess a genuine passion for customer service, along with the required skills and experience for this role, we strongly encourage you to apply. We provide a competitive salary and the opportunity to collaborate with a dynamic and expanding team. **Type of contract: Prestación de Servicios** Tipo de puesto: Por contrato Duración del contrato: 12 meses