Manager – Call Centre Operations (Telemarketing) – Exelico Solutions Inc. – Full Job Description

Company: Exelico Solutions Inc.
Location: Remote
Job Type: Full-time
Salary: Negotiable

Job Overview

We are a Canadian Company seeking a motivated and dynamic Manager to lead our International team of Telemarketing resources from India, Philippines and Colombia. As an Operations Manager in a telemarketing call center, you’re responsible for overseeing daily operations, ensuring efficiency, and driving performance to achieve business goals, including managing staff, optimizing processes, and analyzing data to improve Call Center performance.

Key Responsibilities:

• Business Growth: Work with the management to oversee and promote Business Development Channels for the team
• Oversee Daily Operations: Ensure the smooth functioning of the call center, including scheduling, staffing, and resource allocation.
• Staff Management: Lead, train, and coach call center staff, including supervisors and agents, to improve performance and productivity.
• Process Optimization: Identify areas for improvement in call center processes and implement strategies to enhance efficiency and effectiveness.
• Performance Analysis: Analyze call center data (e.g., call volume, handle time, customer satisfaction) to identify trends and areas for improvement.
• Quality Assurance: Implement and maintain quality assurance programs to ensure high-quality customer interactions and adherence to company standards.
• Customer Relationship Management: Monitor and improve customer satisfaction through effective call center operations and agent training.
• Compliance: Ensure compliance with industry regulations and company policies.
• Reporting: Prepare regular reports and updates on call center performance to senior management.
• Goal Setting: Develop and implement strategies to achieve business goals, such as revenue targets and customer acquisition targets.
• Budget Management: Manage the call center budget effectively.
• Teamwork: Collaborate with other departments to ensure alignment of appointment development goals with overall company objectives.

Requirements

• Previous experience in a supervisory or management role is required.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication skills, both verbal and written.
• Proficient in problem-solving and conflict resolution.
• Ability to work flexible hours, including evenings and weekends as needed.
• A positive attitude with a commitment to providing exceptional customer service.

Join us as a Manager where you can make a significant impact while growing your career in a supportive environment!

Job Type: Full-time

Pay: ₹48,000.00 – ₹57,000.00 per month

Benefits:

• Cell phone reimbursement
• Work from home

Schedule:

• Monday to Friday

Supplemental Pay:

• Commission pay
• Performance bonus

Application Question(s):

• What is your English Conversational Skills on a scale of 1 – 10 (10 being the best)?
• This is fixed Night Shift work for Indian residents. 10 hours shift starts at around 9:00PM Indian Time. Are you comfortable with it?

Education:

• Master’s (Preferred)

Experience:

• Call Centre: 5 years (Required)

Language:

• English (Required)

Shift availability:

• Night Shift (Required)

Work Location: Remote

Application Deadline: 02/04/2025

Expected Start Date: 07/04/2025