Call Center Manager (Start-up)

Location: American freight transportation start-up Languages: English, Russian We are seeking an enthusiastic and motivated Call Center Manager for our start-up in the freight transportation industry. Our company aims to provide high-quality service to our customers, and your role will involve managing a team of call center operators, providing courteous and quality assistance to our clients. Responsibilities: - Ensuring impeccable customer service while handling a high volume of incoming calls in a timely manner. - Managing and coaching a team of call center operators to meet performance targets and deliver exceptional customer experiences. - Developing and implementing call center strategies, procedures, and policies to optimize efficiency and productivity. - Monitoring call center metrics, analyzing data, and generating reports to identify areas for improvement and make informed business decisions. - Collaborating with other departments to resolve escalated customer issues and ensure customer satisfaction. - Training new call center operators and conducting ongoing training sessions to enhance their skills and knowledge. - Maintaining accurate records of customer interactions, transactions, and escalations in the call center system. Requirements: - Fluent verbal and written communication skills in English and Russian. - Minimum B1 level of proficiency in English. - Location does not matter, remote work is possible. - Previous experience in a contact center environment is preferred. - Proficient in taking screenshots and entering data in Excel. - Excellent communication skills and the ability to articulate ideas effectively. - Strong customer orientation and a desire to assist each client. - Willingness to invest extra effort in the start-up phase. We offer well as a dynamic and collaborative working environment. If you are passionate about providing exceptional customer service and leading a team in a start-up environment, we would love to hear from you. Please submit your resume and cover letter.