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About the Role
Location
Remote
Employment Type
Full-Time (US hrs - 9am-5pm EST)
Company
ReWorks Solutions
Key Responsibilities
- Lead, mentor, and manage the call center team to achieve individual and team performance goals
- Develop and implement effective call center strategies and processes to enhance customer satisfaction and operational efficiency
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement necessary changes
- Conduct regular training sessions to improve agent skills and ensure adherence to company policies and best practices
- Collaborate with management to forecast call center needs and optimize staffing levels
- Address escalated customer issues and provide solutions in a timely manner
- Promote a positive and engaging work environment that fosters team collaboration and morale
Requirements
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