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Customer Support Call Center Manager

ExamSoft Worldwide


3 weeks ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service


Customer Support Call Center Manager

ExamSoft is seeking a high-energy, driven Customer Support Call Center Manager to manage the day-to-day activities of the Support contact center team. This person will report to the Associate Director of Customer Support. The Customer Support Manager will be key to the overall success of the Support team and will help to drive processes, procedures, and quality standards.  

ExamSoft offers a market-leading assessment-management solution that supports the entire testing process, including exam creation, administration, delivery, scoring, and analysis. The software delivers powerful, actionable data to assess learning outcomes. ExamSoft is a growing company that hires smart and talented people who are excited about their personal growth and development in a fun and challenging work environment. They are excited about the positive impact they will have on education and the opportunity to change the way people learn.   

 

Responsibilities:  

  • Oversee and elevate the daily contact center operations    
  • Support training, coaching and team development
  • Help develop and implement key performance metrics to assess team performance    
  • Collaborate to establish workflow and best practices for customer escalations
  • Plan, prioritize and delegate tasks to ensure seamless operations
  • Identify trends and partner cross-functionally to drive initiatives to enhance product and customer experience
  • Work to create, launch and analyze customer surveys
  • Improve customer service quality results by studying, evaluating, and re-designing processes

 

Qualifications:  

  • BS degree in Business Administration or related field
  • 3+ years call center management experience
  • Advanced and proven process flow creation implementation 
  • Working knowledge of customer service software, databases and CRM tools
  • Solid change management
  • Strong interpersonal and communication skills   

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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