Duties/Responsibilities:

• Responsible for the day-to-day supervision of a group of remote call center associates including work and attendance monitoringof the 16-hour support shift

• Effectively coach and guide direct reports on their performance on a regular basis to ensure performance metrics are achieved

• Identify performance related issues, develop an action plan for improvement

• Ensure service delivered to our clients' customers meets high-level customer service expectations or objectives as outlined by our contractual expectations

• Communicate expectations to employees and provide timely updates

• Provide subject matter expertise in handling escalated customer calls as needed

• Conduct Team Meetings, one-on-one meetings, and write performance reviews to ensure communication of relevant information and create an open forum for learning and development.

• Participate in the recruitment process to hire and train Customer Service Representatives

• Monitor and improve call center processes for enhanced customer satisfaction

• Proactively communicate internally and externally to keep all key stakeholders updated on program progress and performance.

• Lead the establishment of productive customer service policies, workflows and team optimization across both US and global teams to ensure efficiency and that goals and SLAs are met.

• Prepare reports for clients, client partnership, and department leadership on call center performance.

• Maintain SOPs, clarification & exception trackers, and other related training materials.

• Support the implementation of department-wide initiatives.

• Able to flex up or down in job responsibilities as needed.

Required Skills/Abilities:

• Excellent leadership and managerial skills.

• Strong communication and interpersonal skills.

• Ability to motivate and inspire team members.

• Proficient in call center software and technology. Experience with Zendesk is a plus.

• Analytical skills to assess data and performance metrics.

• Problem-solving skills to address customer issues and operational challenges.

Education and Experience:

• Bachelor's degree in business administration or related field preferred.

• 5 years' experience as an inbound call center manager

• 1 - 3 years supervisory experience.

• Extensive knowledge of call center processes.

• Experience in customer service or support roles.

• Remote work experience preferred and a demonstrated ability to work independently

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Travel to the Ansira office or to the client's location may be required.