Job description
Seek a visionary leader to elevate our call center team.
Key Responsibilities
* Develop and implement high-impact strategies to boost productivity and quality indicators.
* Manage escalated calls, ensuring seamless compliance with established procedures.
* Conduct thorough audits to maintain adherence to protocols.
* Craft training sessions to share best practices and provide actionable feedback.
* Support the integration and training of new hires.
Education & Experience
* Bachelor’s degree preferred; Matric Certificate acceptable.
* English B2 – C1 proficiency (Berlitz or business level).
* Availability to work Monday – Sunday (5-day work week) with multiple schedules.
* Minimum 3-5 years of experience in a call center environment.
* Proven experience as a supervisor or team lead in a call center.
* Experience in healthcare, supplements, collections, sales, lead generation, or loan originations.
Skills & Competencies
* Strong leadership and team management skills.
* Experience in sales campaign management or support.
* Excellent verbal and written communication skills.
* Proficiency with call center technology (CRM systems, dialers, performance monitoring tools).
* Ability to analyze performance metrics and generate actionable insights.
* Strong problem-solving and conflict-resolution skills.
* Ability to multitask, prioritize, and adapt in a fast‑paced environment.
* Customer‑focused with a commitment to delivering exceptional service.
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