Call Center

Leads Capital is seeking a dedicated Call Center professional to join our team and manage a team of 20 persons. In this role, you will oversee daily call center operations, ensuring excellent customer service and effective communication. You will be responsible for coordinating with team members, optimizing call handling processes, and using Customer Relationship Management (CRM) software to maintain and enhance customer interactions. The ideal candidate brings at least one year of experience in a call center environment and possesses strong organizational and leadership abilities to guide a sizable team. Your focus will be on achieving company service goals, monitoring performance metrics, resolving escalated customer issues, and supporting the development and training of the team to improve overall efficiency and customer satisfaction.
Responsibilities

Manage and lead a team of 20 call center agents, providing guidance, support, and motivation to achieve performance targets.
Monitor daily call center activities to ensure efficient handling of incoming and outgoing customer calls.
Utilize Customer Relationship Management (CRM) software to document, track, and analyze customer interactions and feedback.
Develop and implement processes to enhance customer service quality and reduce call resolution time.
Conduct regular team meetings and training sessions to promote best practices and continuous improvement.
Analyze performance metrics to identify areas for improvement and implement corrective actions.
Handle escalated customer inquiries and resolve complex issues to ensure customer satisfaction.
Collaborate with other departments to align call center operations with overall company objectives.
Maintain comprehensive reports on team productivity, customer feedback, and service outcomes.