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    Call Center Manager - Mexico City, México - Sagan

    Sagan
    Sagan Mexico City, México

    hace 5 horas

    Default job background
    De jornada completa
    Descripción

    Job Title: Call Center Manager - Latam
    Location:     Remote (CST Timezone)

    Working Schedule: Monday - Friday, 11:00 AM to 07:00 PM CST (Need to have staggered hours to have weekend call coverage)

    Job Description:

    We are seeking an experienced Offshore Call Center Manager to spearhead the development and growth of our offshore call center team. The ideal candidate will possess a strong background in solar sales and management, with a proven track record of achieving and exceeding sales targets.

    Key Responsibilities:

    Team Leadership and Management:

    • Lead and inspire a team of call center representatives to achieve performance targets and sales goals.
    • Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans as needed.
    • Cultivate a positive and collaborative work environment that fosters individual growth and team success.

    Sales Training and Coaching:

    • Develop and implement comprehensive sales training programs to equip team members with the skills and knowledge necessary for success.
    • Provide ongoing coaching and support to representatives, including effective objection-handling techniques and critical thinking skills during customer interactions.
    • Monitor calls regularly to deliver real-time feedback and coaching to enhance performance and customer satisfaction.

    Customer Acquisition Strategy:

    • Collaborate with internal teams and external partners to ensure the call center targets the right customer demographics and segments.
    • Utilize customer data analytics to optimize lead generation strategies and drive continuous improvement in appointment settings.

    Communication and Reporting:

    • Maintain effective communication channels with onshore teams to provide updates on call center operations, performance metrics, and opportunities for improvement.
    • Generate regular reports and insights to track progress toward goals and identify areas for enhancement.
    • Serve as a liaison between the offshore call center and other departments to facilitate seamless coordination and alignment.

    Qualifications:

    • 2+ years of experience in call center management, preferably within the solar industry.
    • Strong leadership skills with the ability to motivate and inspire a team to achieve exceptional results.
    • Proficiency in using call center software, with experience in 59dialer preferred.
    • Excellent communication and interpersonal skills, with a customer-centric mindset.

    Nice-to-Haves:

    • Previous experience in solar call center management.
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