About Us: We’re more than just a telecom provider—we’re a lifeline connecting people across the nation. As a leader in our industry, we’re seeking a seasoned Senior Call Center Manager to lead our customer support team.
Responsibilities:
Team Leadership: Manage and inspire a team of call center agents. Foster a positive work environment, encourage growth, and ensure exceptional service delivery.
Operational Excellence: Oversee call center operations, including inbound and outbound calls, ticket resolution, and quality assurance.
Performance Metrics: Set and track KPIs—average handling time, first-call resolution, customer satisfaction, etc.
Training and Development: Implement training programs to enhance agent skills and product knowledge.
Process Improvement: Continuously optimize processes to enhance efficiency and customer experience.
Customer Escalations: Handle escalated customer issues with empathy and professionalism.
Qualifications:
Bachelor’s degree in Business, Communications, or a related field.
Proven experience (8+ years) in call center management, preferably within the telecom industry.
Strong leadership skills and the ability to motivate and guide a diverse team.
Excellent communication and problem-solving abilities.
Familiarity with call center software and CRM systems.
Working Hours:
Monday to Wednesday: 9:00 AM to 6:00 PM
Onsite presence required at our Sohrevardi office.
Perks:
Competitive salary and benefits package.
Opportunity to shape customer experiences.
Collaborative and supportive work environment.
معرفی شرکت
آیرین، یک مجموعه مشاوره منابع انسانی است،که با شرکت های مختلف معتبر ایرانی و بین المللی مشارکت دارد.
این مجموعه در زمینه توسعه ی منابع انسانی فعالیت میکند و در حال رشد و توسعه است.
اعضای آیرین به صورت دورکاری و با ساعت کاری منعطف کار می کنند و با تخصصی که دارند بهترین راهنما برای افرادی هستند که به دنبال کار مناسب با شرایط متناسب تخصص خود برای استخدام هستند.
در آیرین، رزومه ی افراد در تمامی سطوح بررسی می شوند از سطح کارآموز تا سطح مدیران ارشد سازمان ها.
هدف نهایی ما، حضور فعال و موثر بین متقاضی کار و کارفرما به عنوان تسهیل گر و به نتیجه رساندن پروسه استخدام موفق می باشد.