Call Center Manager

Become a Key Player as a Call Center Manager

You will lead and scale a fully remote call center operation driving operational performance and exceptional customer experience. You will manage supervisors and agents collaborate with HR IT QA and Training and report insights to senior leadership. This is a Remote role supporting a distributed multitime-zone workforce.

Heres How Youll Make an Impact on the Team

• Lead day-to-day operations of a fully remote call center (inbound outbound or blended)
• Manage coach and develop remote supervisors and agents through virtual leadership and performance reviews
• Monitor and drive key KPIs including service levels call volume AHT QA scores and customer satisfaction
• Oversee scheduling staffing and productivity using workforce management tools
• Implement virtual training onboarding and ongoing coaching programs
• Analyze performance data to identify trends and drive continuous improvement
• Ensure compliance with company policies and quality standards across all operations
• Present performance insights and reports to senior leadership and collaborate cross-functionally to support scalable operations

Heres What Youll Need to Be Successful in This Role

• Bachelors degree in Business Management or related field (or equivalent experience)
• Proven experience managing a remote or distributed call center team
• Strong understanding of call center KPIs QA processes and workforce management
• Experience using CRM systems and cloud-based call center platforms (VoIP WFM collaboration tools)
• Excellent communication and leadership skills with the ability to manage across time zones

Heres What Else Might Help You Out

• Experience managing global or multi-time-zone teams
• Background in scaling or improving remote call center operations
• Strong analytical mindset with experience driving performance improvement initiatives

Pay Range

$100000 - $130000

Ready to Make Your Mark

This role may fill quickly. Submit your resume to be considered.

Apply with Pioneers here