Call Center Manager

Banyan Software provides the best permanent home for successful enterprise software companies, their employees, and customers. We are on a mission to acquire, build and grow great enterprise software businesses all over the world that have dominant positions in niche vertical markets. In recent years, Banyan was named the #1 fastest-growing private software company in the US on the Inc. 5000 and amongst the top 10 fastest-growing companies by the Deloitte Technology Fast 500. Founded in 2016 with a permanent capital base setup to preserve the legacy of founders, Banyan focuses on a buy and hold for life strategy for growing software companies that serve specialized vertical markets.

Join Our Team at boostCX, a Banyan Portfolio Company. 

At boostCX, we’re leaders in Customer Experience Management, dedicated to making our clients' interactions with their customers smarter, more effective, and more profitable. We want to do the same for your career!

What We Do: We provide exceptional customer service on behalf of our clients, operating through our boostCX Anywhere program. Instead of a traditional call center, our sales and service agents work from the comfort of their homes. When customers call in for assistance—whether it’s for automotive needs or other services—they may be speaking with you!

The Call Center Manager serves customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.

Call Center Manager Job Duties (include but are not limited to):

• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Meets call center financial objectives by estimating requirements; preparing budgets; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Job purpose

• Recruit, Hire and Train qualified support staff / Supervisors
• Develop and manage Supervisors and Lead Agent team as well as agent pool

• Appraise and develop staff
• Perform performance reviews, issue disciplinary actions
• Recruit, hire and terminate individuals as needed

• Manage the overall performance of the individual teams

• • Deliver the team sales target
  • Deliver the required volume of effective coaching
  • Manage and motivate the sales and quality performance of the individual teams
  • Ensure Agents and supervisors are delivering individual sales targets
  • Ensure Supervisors are hitting coaching targets
  • Deliver client service level agreements and KPIs
  • Maximize productivity
  • Report and distribute management information highlighting areas for improvement and those of concern and opportunity
  • Recommend and implement operational process and platform improvement
  • Work towards and implement best practice

This high impact opportunity is available in a remote setting sitting Peru, leading the local team.

• Minimum expectation of a 40-hr work week
• Shifts will range from 7am – 11pm Monday to Saturday & 8am – 9pm Sunday EST
• Shift times may change/vary depending on client requirements
• 2 weeks’ vacation after 1 full year of employment

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.