Call Center Manager - Latam

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 objectionhandling techniques and critical thinking skills during customer interactions.
• Monitor calls regularly to deliver realtime 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 customercentric mindset.

NicetoHaves:

• Previous experience in solar call center management.

Remote Work :

No