Job highlights
Identified by Google from the original job post
Qualifications
Solid experience managing call centers with a focus on sales
Ability to lead and motivate high-performance teams
Strategic vision and the ability to make quick decisions in a dynamic environment
Fluent English and exceptional communication skills
Entrepreneurial spirit to build the operation from scratch, including structuring and team development
Willingness to relocate to Miami
5+ years of experience in a call center or customer service environment
Managerial or supervisory experience in a call center
Strong leadership and team management skills
Excellent communication and interpersonal abilities
Ability to analyze performance metrics and develop improvement strategies
Proficiency in call center technologies, such as CRM software, and workforce management tools
Problem-solving and decision-making skills
Hands-on
Benefits
Compensation (Annual)
Base Salary: USD $40.000 - $50.000
Aggressive Commission/Bonus: Based on sales performance and operational results
Total Annual Compensation: You will help the company establish your total compensation based on performance variables and results
Visa and expatriation sponsorship
Leadership role with team ownership
Remuneração e Incentivos (Compensation & Rewards)
Suporte em Negociações Coletivas (Colective Labor Agreement)
Responsibilities
You will have the chance to build an operation from the ground up, with full autonomy to implement your ideas
The company will provide complete support throughout the expatriation process – we will ensure a smooth transition to Miami
The Call Center Manager will be responsible for setting up and managing a call center operation in the American market (Miami, FL), with a focus on achieving commercial performance targets
This hands-on role includes overseeing all aspects of call center operations, resource allocation, staff development, and the implementation of strategies to enhance sales and customer satisfaction
The manager will lead the team in expanding sales processes, optimizing operations, and ensuring continuous improvement
Lead the call center team, providing direction, motivation, and support to meet and exceed performance goals
Recruit, train, and develop staff, ensuring they are equipped with the skills needed for success in customer service and sales
Monitor performance and develop individual and team goals for continuous improvement
Operational Management and Resource Allocation:
Allocate physical resources such as furniture, technology, and infrastructure to support efficient call center operations
Oversee day-to-day call center operations, ensuring service standards and efficiency metrics are met
Implement and optimize call center technologies, such as CRM software, BI tools, and workforce management systems
Develop and implement scripts and sales approaches to guide agents in effectively closing sales and handling customer inquiries
Expand the sales structure and business, supporting the growth of the call center's market presence
Monitor and continuously improve the sales process, ensuring adherence to best practices and identifying areas for optimization
Handle post-sales activities, ensuring customer satisfaction and resolving issues promptly
Performance Monitoring and Continuous Improvement:
Analyze call center metrics such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) to drive performance improvements
Implement operational improvements, introducing new software, methods, and tools to enhance efficiency and customer experience
Foster a culture of continuous improvement, focusing on achieving higher sales and customer service standards
Back Office Development and Post-Sales Support:
Develop and manage the back office for the call center, ensuring smooth integration with other operational areas
Lead efforts to streamline post-sales support processes, ensuring customer issues are resolved efficiently
Maintain a hands-on approach, actively engaging in daily operations and providing direct support to the team
Leverage practical experience to offer guidance, coaching, and leadership that ensures operational excellence
Manage the call center's budget, including staffing, technology, and other resources to maintain cost-effective operations
Requisitos e qualificações
Job description
Call Center Manager – Miami, USA

We are looking for a Call Center Manager for a Brazilian business group that, in partnership with an American company, is in the midst of an international expansion.

Reporting directly to the Brazilian CEO and C-Level, your challenge will be to implement and lead sales and call center operations in Miami, one of the most vibrant cities in the world!

Do you dream of being part of an innovative project and expanding your horizons? This is your chance to lead a strategic operation in the United States!

Are you passionate about sales and eager to grow in an international market, within one of the world’s largest economies? This is your opportunity to be part of something big!

If you are results-oriented, hands-on, purpose-driven, a natural leader, and excited to take part in an ambitious project in a new market, we want to talk to you! This is your opportunity to be a key player in a multinational transformation.

Why is this opportunity unique?
• You will have the chance to build an operation from the ground up, with full autonomy to implement your ideas.
• The company will provide complete support throughout the expatriation process – we will ensure a smooth transition to Miami.
• Grow alongside a company in international expansion, within a dynamic and challenging environment.

What we expect from you:
• Solid experience managing call centers with a focus on sales.
• Ability to lead and motivate high-performance teams.
• Strategic vision and the ability to make quick decisions in a dynamic environment.
• Fluent English and exceptional communication skills.
• Entrepreneurial spirit to build the operation from scratch, including structuring and team development.
• Willingness to relocate to Miami.

Ready for this incredible challenge and to take your career to the next level? Join us in this transformative project!

Responsabilidades e atribuições

Job Summary

The Call Center Manager will be responsible for setting up and managing a call center operation in the American market (Miami, FL), with a focus on achieving commercial performance targets. This hands-on role includes overseeing all aspects of call center operations, resource allocation, staff development, and the implementation of strategies to enhance sales and customer satisfaction. The manager will lead the team in expanding sales processes, optimizing operations, and ensuring continuous improvement.

Key Responsibilities:

Leadership and Team Management:
• Lead the call center team, providing direction, motivation, and support to meet and exceed performance goals.
• Recruit, train, and develop staff, ensuring they are equipped with the skills needed for success in customer service and sales.
• Monitor performance and develop individual and team goals for continuous improvement.

Operational Management and Resource Allocation:
• Allocate physical resources such as furniture, technology, and infrastructure to support efficient call center operations.
• Oversee day-to-day call center operations, ensuring service standards and efficiency metrics are met.
• Implement and optimize call center technologies, such as CRM software, BI tools, and workforce management systems.

Sales Process Development and Expansion:
• Develop and implement scripts and sales approaches to guide agents in effectively closing sales and handling customer inquiries.
• Expand the sales structure and business, supporting the growth of the call center's market presence.
• Monitor and continuously improve the sales process, ensuring adherence to best practices and identifying areas for optimization.
• Handle post-sales activities, ensuring customer satisfaction and resolving issues promptly.

Performance Monitoring and Continuous Improvement:
• Analyze call center metrics such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) to drive performance improvements.
• Implement operational improvements, introducing new software, methods, and tools to enhance efficiency and customer experience.
• Foster a culture of continuous improvement, focusing on achieving higher sales and customer service standards.

Back Office Development and Post-Sales Support:
• Develop and manage the back office for the call center, ensuring smooth integration with other operational areas.
• Lead efforts to streamline post-sales support processes, ensuring customer issues are resolved efficiently.

Hands-On Leadership:
• Maintain a hands-on approach, actively engaging in daily operations and providing direct support to the team.
• Leverage practical experience to offer guidance, coaching, and leadership that ensures operational excellence.

Budget and Resource Management:
• Manage the call center's budget, including staffing, technology, and other resources to maintain cost-effective operations.

Requisitos e qualificações

Qualifications:

Education: Bachelor’s degree in Business Administration, Communications, or a related field (preferred).

Experience:
• 5+ years of experience in a call center or customer service environment.
• Managerial or supervisory experience in a call center.

Skills
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Ability to analyze performance metrics and develop improvement strategies.
• Proficiency in call center technologies, such as CRM software, and workforce management tools.
• Problem-solving and decision-making skills.
• Hands-on.

Informações adicionais

Compensation (Annual)
• Base Salary: USD $40.000 - $50.000
• Aggressive Commission/Bonus: Based on sales performance and operational results.
• Total Annual Compensation: You will help the company establish your total compensation based on performance variables and results.
• Visa and expatriation sponsorship.
• Leadership role with team ownership.
• International career opportunities.
• Contract in USA format.

Somos a Realco! Uma consultoria com o propósito de fazer da Gestão de Pessoas uma das mais eficazes soluções para os desafios da humanidade, conectando as melhores oportunidades a talentos incríveis.

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Utilizamos tecnologias, métodos ágeis e conhecimento em Gente & Organizações para ajudar nossos clientes na implementação das melhores estratégias para o alcance de seus objetivos.
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• Jornada e Proposta de Valor ao Colaborador (Employee Value Proposition & Employee Experience).
• Remuneração e Incentivos (Compensation & Rewards).
• Suporte em Negociações Coletivas (Colective Labor Agreement).
• Treinamento e Mentoria a Profissionais de RH.