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 objection-handling techniques and critical thinking skills during customer interactions.

Monitor calls regularly to deliver real-time 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 customer-centric mindset.

Nice-to-Haves:

Previous experience in solar call center management.