Call Center Manager – Director

Job not on LinkedIn

🔥 6 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $45k - $55k / year

⏰ Full Time

🔴 Lead

📞 Call Center Representative

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Blazeo

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2008

☁️ SaaS

🤝 B2B

📣 Marketing

SaaS • B2B • Marketing

Blazeo is an omnichannel lead engagement and conversion platform (formerly ApexChat) that combines AI-driven chatbots and voice agents with U. S. -based live call center services and human agents. Its SmartHub product centralizes lead management, communications, appointment scheduling, retainer signing, reporting, and workflow automation to help businesses capture and convert website and ad traffic across channels (chat, SMS, email, phone, social). Blazeo targets service-oriented industries such as law firms, home services, medical services, college admissions, real estate, and marketing agencies, and positions itself as a B2B SaaS provider that blends automation and human backup to improve lead qualification, booking, and sales outcomes.

📋 Description

• Oversee the 24/7 remote call center, maintaining service levels, agent performance, and customer satisfaction. • Develop processes to meet industry standards for metrics such as handle time, first call resolution, and answer speed. • Represent the company in customer meetings and calls, providing professional and timely responses. • Analyze and leverage data to improve key metrics, such as answer times, abandoned call rates, and billable minutes. • Develop and track KPIs, implementing actionable steps to meet goals. • Recruit, train, and manage remote agents, ensuring adherence to performance and company standards. • Provide ongoing coaching and development to foster a culture of dependability and accountability. • Create and manage schedules for remote agents, ensuring adequate staffing 24/7. • Use workforce management tools (e.g., Erlang) to predict call volume and adjust schedules as needed. • Manage the call center budget, including payroll and resource allocation. • Monitor financial metrics to maintain profitability and reduce costs. • Engage directly with customers to resolve escalations, using proven de-escalation strategies. • Develop and implement churn mitigation and retention strategies to maintain customer relationships. • Ensure compliance with regulations and company policies. • Implement and monitor quality assurance processes. • Report regularly to senior management on key metrics, budgets, and challenges. • Collaborate with other departments to align business objectives. • Lead initiatives for continuous improvement, driving process changes that enhance service quality and agent productivity.

🎯 Requirements

• 3+ years in a Call Center Manager/Director role, particularly in a 24/7 environment. • Proven experience running a call center independently from startup or high-growth environments. • Demonstrated success in meeting performance metrics in areas such as answer times and billable capacity. • Experience in churn mitigation and customer retention strategies. • Expertise in scheduling and workforce management in a 24/7 operation. • Strong data analysis skills for optimizing performance. • Experience with budget and payroll management. • Proven experience in de-escalation strategies and managing customer relationships. • Ability to manage remote teams and enforce accountability. • Excellent written and verbal communication skills, customer-facing professionalism required. • Bilingual (preferred).

🏖️ Benefits

• Compensation: Base salary plus performance-based bonus • Schedule: M-F with availability on weekends as needed. Flexibility in schedules is mandatory.