Call Center Manager - Work from home

Job Description:

iHeartMedia, a leading global media and entertainment company, is seeking a Call Center Manager to work remotely from Toronto, Ontario, CA. As a vital part of our team, you will be responsible for managing and overseeing the operations of our call center to ensure the highest level of customer service and satisfaction.

Responsibilities: 1. Lead, coach, and mentor a team of call center agents to meet and exceed performance goals. 2. Develop and implement strategies to improve call center efficiency and effectiveness. 3. Monitor and analyze call center metrics to identify areas for improvement and implement solutions. 4. Create and maintain a positive and productive work environment for call center staff. 5. Handle escalated customer complaints and issues with professionalism and empathy. 6. Collaborate with other departments to ensure a seamless customer experience. 7. Develop and implement training programs for call center staff to enhance their skills and knowledge. 8. Stay up-to-date on industry trends and best practices in call center management. 9. Ensure compliance with company policies and procedures. 10. Other duties as assigned.

Requirements: 1. 5 years of experience in call center management or a related field. 2. Independent and passionate individual with strong project management and critical thinking skills. 3. Excellent communication and interpersonal skills. 4. Ability to work effectively in a remote work environment. 5. Proficient in Microsoft Office and customer relationship management software. 6. Bachelor's degree in business administration or a related field is preferred. 7. Ability to uphold the highest standards of ethical conduct and integrity.

Benefits: 1. Company-provided equipment for remote work. 2. Joining bonus for new hires. 3. Retirement plan options for long-term financial security.

Equal Opportunity Statement: iHeartMedia is an equal opportunity employer and is committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, age, marital status, national origin, or disability. All qualified applicants will receive consideration for employment.

Deadline to apply: 2024-05-13

Join our team and make a difference in the lives of our customers every day! Apply now to become a part of the iHeartMedia family.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.