Operations Manager [Call Center]

? About DELV Global

DELV Global is a remote staffing company connecting North American businesses with skilled professionals from Latin America, Africa, and The Philippines. We provide remote work opportunities with the structure and protection of a U.S.-based company, empowering you to work independently and grow your career from the comfort of your home.

? Seeking Call Center Manager for a US Solar Panel/ Roofing Company:

We are hiring a Call Center Manager to lead and oversee our client’s, a US Solar Panel/ Roofing Company’s call center operations. This role involves managing daily operations, supporting agents, and driving results to ensure exceptional service and sales performance.

This is a DIRECT PLACEMENT role, meaning you will directly work with the client, DELV Global is just operating as a recruitment agency.

Key Responsibilities

Call Center Operations Management:

• Supervise and support call center agents in meeting performance goals.
• Develop and implement strategies to improve operational efficiency and customer satisfaction.
• Oversee scheduling and agent rotations on an A/B schedule.

Sales and Performance Management:

• Monitor metrics and coach team members to achieve and exceed targets.
• Collaborate with leadership to develop call scripts, workflows, and performance benchmarks.
• Track and report daily performance using tools like Salesforce and professional dialers.

Team Development and Training:

• Provide training on CRM tools, processes, and product knowledge.
• Conduct regular performance reviews and offer constructive feedback.
• Foster a positive and motivating work environment to boost team morale.

Customer Engagement and Escalation Handling:

• Address escalated customer concerns and provide timely resolutions.
• Maintain high-quality service standards and ensure customer satisfaction.

Tools You’ll Use:

• Deel Payroll
• Salesforce
• Microsoft Office Suite
• Professional Dialer

Qualifications

• Experience: 2+ years of experience as a Call Center Manager or similar role.
• Industry Knowledge: Preferred experience but not mandatory in home improvement, solar energy, or roofing call centers.
• Languages: Fluent in English and Spanish (bilingual proficiency required). Most clients are Spanish speaking individuals.
• Skills: Strong leadership, problem-solving, and communication skills.

What We Offer:

Compensation:

• Salary $1,535+-/month (payments processed weekly).
• Commission and performance bonuses up to $240/month.

Schedule:

1. Monday-Friday, 8:00 AM – 12:00 PM & 4:00 PM – 8:00 PM MST
2. Tuesday-Saturday, 8:00 AM – 12:00 PM & 4:00 PM – 8:00 PM MST

• This is a rotatory schedule: One week Monday-Friday, the next Tuesday-Saturday.
• There’s a schedule split. You’ll have a break from 12:00PM to 4:00 PM

?? Time zone: Mountain Standard Time (MST) Time zone in El Paso, TX (GMT-7)

• Perks and Benefits:Paid time off for U.S. holidays and birthdays.
• Flexible hours.
• Comprehensive training on CRM tools and company processes.

? Start Date: As soon as possible.

Apply Now!

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