Job Description:SAP is seeking a highly motivated and experienced Call Center Manager to join our team on a part-time basis. The Call Center Manager will be responsible for overseeing the day-to-day operations of our remote call center team in San Antonio, Texas. This individual will be a key player in ensuring that our customer service standards are upheld and that our team is meeting and exceeding performance goals.
Responsibilities:- Manage and supervise a team of remote call center agents, ensuring they are meeting performance metrics and providing exceptional customer service- Develop and implement strategies to improve efficiency and productivity within the call center- Conduct regular performance evaluations and provide feedback and coaching to team members- Monitor call center metrics and generate reports on performance and trends- Work closely with other departments to address customer issues and escalations- Ensure that all team members are properly trained on products, services, and customer service protocols- Maintain a positive and supportive working environment for all team members- Handle escalated customer complaints and issues in a professional and timely manner- Stay up-to-date on industry best practices and trends in call center management
Requirements:- 6 years of experience in call center management or a related field- Strong leadership and communication skills- Ability to work independently and in a fast-paced environment- Excellent problem-solving skills and the ability to think creatively- Experience with remote team management is a plus- Hardworking and adaptable personality traits- Creativity and leadership as soft skills- Must be located in San Antonio, Texas or willing to travel occasionally to the office- Bachelor's degree in business administration or related field preferred
Benefits:- Disability insurance- Parental leave- Free food
Equal Opportunity Statement:SAP is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment.
Deadline to apply: May 18, 2024
Working at SAP means prioritizing understanding and empathy in all interactions. Join our team and make a positive impact on our customers and our community. Apply now to become our next Call Center Manager!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
