Call Center Director - English Speaker

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By: Lending Express
Sharon | Center | Jerusalem & Area

As the Call Center Director at Lending Express, you will be in charge of the entire sales process and customer service, assisting small to medium business owners to apply and receive a business loan.
We are looking for a skilled Call Center Manager who can le... More Details

What You Will Be Doing:

As the Call Center Director at Lending Express, you will be in charge of the entire sales process and customer service, assisting small to medium business owners to apply and receive a business loan.
We are looking for a skilled Call Center Manager who can lead our account managers to excellent performance and service quality.
The Call Center Manager will recruit and manage the account managers, assist in establishing call center objectives, provide account managers 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.


Responsibilities:

• Hiring, training, coaching, and leading call center representatives as they are in charge of sales and customer service
• Implement new processes, departments and projects within the call center
• Develop objectives for the call center’s day-to-day activities
• Prepare call center performance reports by collecting, analyzing, and summarizing data and trends
• Oversee department scheduling, payroll, and hiring to maximize company profits
• Foster a cohesive relationship within the Call Center department as well as other departments
• Answering representative’s questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives

Job Requirements:

• 3+ years of proven experience as a call center manager or similar position
• Hands-on experience as a sales representative over the phone
• Experience with sales techniques and measuring customer satisfaction,
• Knowledge of performance evaluation and customer service metrics
• Knowledge of call center technology, revenue and call volume management
• Flexible schedule is a must
• Ability to multitask and remain calm and positive under pressure, especially during peak hours or intense situations.
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Strong coaching and leadership skills, ability to motivate employees.
• Familiarity with project management skills in a fast-paced environment
• The hours is according to the AUS&US time zones:15:00-01:00.
• Native or fluent English is a must

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