BPO Manager – 8 years Full Time

BPO Manager

Experience: Minimum 8 Years

Salary: No bar for deserving candidates (Salary Paid Every Two Weeks!)

Job Summary:

• We are looking for a skilled Support Manager who can lead our representatives to better
  performance and improve service quality. The Support Manager will assist in establishing call center
  objectives, provide representatives with opportunities to expand their knowledge of services,
  products, and troubleshooting techniques, analyze call center data, and focus on improving
  performance and processes in an effort to better support customers. You should have exceptional
  communication, interpersonal, and customer service skills, as well as comprehensive knowledge of
  company policies and offerings.
• To be a successful Support Manager, you should be focused on improving your team of
  representatives and call center practices. You should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues representatives are facing on the floor.

Shift timing: US shifts
Experience: Relevant BPO experience (Minimum 8 Years)

Responsibilities and Duties: –
 Hiring, training, coaching, and leading call center representatives as they provide support for
customers.
 Answering representative’s questions, guiding them through difficult calls or issues, diffusing
angry customers, or handling issues that cannot be fielded by representatives
 Leading team meetings, asking questions to better understand the calls representatives are
receiving, educating and coach workers regarding processes and practices, and explain
expectations to employees.
 Assisting other management team members in identifying trends and establishing call center
goals.
 Ensuring staff members are achieving desired service levels and taking corrective action, as
needed.
 Preparing reports and analyzing call center data to improve processes, ensure resources are
properly allocated, and maximize efficiency and customer satisfaction.
 Taking on other tasks or projects to support employees, other managers, and call center
operations.

Requirements: –
 A bachelor degree or equivalent.
 More education or experience in a related field may be preferred.
 Ability to multitask and remain calm under pressure, especially during peak hours or intense
situations.
 Exceptional interpersonal, customer service, problem-solving, verbal and written
communication, and conflict resolution skills
 Knowledge of management principles and familiarity with company products, services, and policies.
 Strong coaching and leadership skills, ability to motivate employees.
 Decisiveness and attention to detail.
 Proficiency with necessary technology, including computers, software applications, phone
systems, MS Excel etc.
 Polite, professional phone voice.

Skills: –
 Leadership
 Conflict Management
 Business Negotiation
 Organization
 Decision-Making
 People Management
 Data Processing Skills
 Dependable
 Reporting Skills
 Deadline-Oriented
 Critical Thinking and Problem Solving Skills
 Planning and Organizing
 Communication Skills
 Persuasiveness
 Influencing and Leading
 Team Work
 Negotiation
 Adaptability
 Stress Tolerance