Call Centre and Remote Support Manager

Job Description

Responsible for overseeing and optimizing customer support operations, contributing to a positive customer experience and the overall success of the support team.

• Managing and leading a team of support agents, ensuring they are well‑trained and motivated.

• Tracking key performance metrics, such as response times and resolution rates, to ensure efficient support delivery.

• Implementing and maintaining quality standards for customer interactions to ensure a high level of service.

• Streamlining processes to improve efficiency and reduce customer wait times.

• Providing ongoing training to support agents, keeping them updated on product knowledge and support techniques.

• Overseeing the use of support tools and technologies to enhance productivity and customer satisfaction.

• Analyzing customer feedback to identify areas for improvement and implementing strategies to enhance customer experience.

• Handling and resolving escalated issues, ensuring a timely and satisfactory resolution.

• Managing staffing levels to meet demand, including scheduling and optimizing workforce resources.

• Generating reports on support performance and using data to make informed decisions for continuous improvement.

• Facilitating effective communication within the team and with other departments to ensure a cohesive approach to customer support.

• If applicable, ensuring effective coordination and communication in a remote support environment.