Job
Description
We are looking for a highly motivated and experienced Call Center Head to lead and manage our customer-facing call center team dedicated to promoting and selling our nutrition and wellness products. As the ideal candidate, you will be responsible for overseeing all call center operations, including performance management, training, customer service, sales target achievement, and process optimization. This role requires a strong leader with exceptional communication, analytical, and problem-solving skills, combined with a passion for health and wellness. Responsibilities: Leadership and Management: Lead, motivate, and mentor a team of call center agents, supervisors, and support staff. Set performance goals aligned with company objectives and conduct regular performance reviews. Foster a positive and collaborative work environment and manage staffing levels effectively. Sales and Customer Service: Drive sales performance through effective sales strategies and ensure exceptional customer service. Establish and monitor service level agreements (SLAs) and handle escalated customer inquiries. Monitor call quality, provide coaching to agents for improvement, and develop customer service protocols. Operations and Strategy: Oversee daily call center operations, analyze metrics for improvement, and optimize performance. Manage call center technology and systems, collaborating with marketing and sales teams for alignment. Implement strategies to enhance efficiency and workflows for smooth operations. Training and Development: Develop training programs on product knowledge, sales techniques, and customer service skills. Ensure agents are updated on product information, marketing campaigns, and implement coaching programs. Enhance agent performance through ongoing training and development initiatives. Reporting and Analysis: Prepare and present reports on call center performance, analyzing key metrics for strategic decision-making. Identify trends and insights to improve key performance indicators (KPIs) and call center activities. Implement strategies based on data analysis to enhance performance and customer satisfaction. Compliance and Regulations: Ensure compliance with industry regulations and maintain accurate records of call center activities. Qualifications: Bachelor's degree in Business Administration, Marketing, or related field preferred. Minimum of 8 years of experience in a related field with a successful track record in call center management. Strong leadership, communication, interpersonal, and analytical skills. Excellent problem-solving and decision-making abilities with a deep understanding of sales principles and customer service best practices. Experience with CRM software and call center technology, ability to work in a fast-paced environment, and a passion for health and wellness. Job Type: Full-time Schedule: Day shift Language: English (Preferred) Work Location: In-person Application Deadline: 19/05/2025 Expected Start Date: 20/05/2025,
