Call Center Transformation Lead
We are seeking a highly motivated and experienced leader to transform and elevate an existing support team into a high-performing call center operation.
* Key Responsibilities:
o Develop and execute a comprehensive strategy to transition the current support team into a fully functional call center, including technology upgrades and performance standards.
o Define key performance indicators (KPIs), service level agreements (SLAs), and quality metrics to ensure exceptional customer experience.
o Partner with IT and vendors to implement telephony systems, workforce management tools, and software solutions.
o Inspire and coach existing team members to adapt to new call center processes and expectations.
o Identify skill gaps and deliver targeted training programs to upskill staff.
o Design and implement optimal shift schedules to ensure consistent coverage across all operating hours.
About This Opportunity:
This is an exciting opportunity for a talented individual to lead a critical transformation initiative and drive significant improvements in customer satisfaction and operational efficiency.
Requirements:
* Proven track record of leading successful change initiatives in a fast-paced environment.
* Excellent communication and interpersonal skills, with ability to inspire and motivate teams.
* Strong analytical and problem-solving skills, with ability to analyze complex issues and develop effective solutions.
* Experience working with technology platforms and workflow redesign.
* Ability to work collaboratively with cross-functional teams to achieve business objectives.
What We Offer:
A dynamic and supportive work environment, with opportunities for professional growth and development.
How to Apply:
Please submit your application, including your resume and a cover letter outlining your qualifications and experience.