Call Centre Manager

About Us:

SmartSetter is a trailblazing real estate technology company renowned for its innovative solutions and

fast-paced environment. We specialize in revolutionizing outbound recruiting calls for real estate brokers

by providing cutting-edge services. With a proven track record of over 4 million successful conversations

with real estate professionals, we are the go-to partner for brokers seeking top-tier agents for their

offices.

Fully Remote Role

Timings: 9am -5pm Eastern Time Zone

Overview:

Reporting to the CEO, the HighRise Call Center Manager will monitor Call Center performance,

identifying improvement opportunities, and ensuring smooth operation of dialer systems, lead

management, and campaign tracking to maintain optimal performance and customer satisfaction. The

ideal candidate will have strong analytical skills and will be experienced in using data to drive to

solutions.

Responsibilities:

● Monitor dialer operations and its statistics to resolve any issues promptly

● Track churn rates and booking status and issue red alerts to address critical issues across

campaigns

● Interview, train, and retain call center staff

● Maintain high quality and occupancy scores for all staff

● Coach and conduct performance improvements with Call Center staff

● Meet the signup objectives of the department, as set by the CEO from time to time

● Monitor product performance metrics with business objectives and drive growth

● Improve lead management systems by implementing process changes to enhance efficiency

● Ensure all system and process changes are documented and regularly evaluated

● Be the primary point of contact for system-related inquiries and provide ongoing to support to

resolve escalations and maintain service levels

● Implement process changes to enhance efficiency and support new product launches or any

other leadership requests

● Provide data support to internal staff members for operational needs

Qualifications:

● 3-4 Proven experience in managing call centre

● Strong analytical skills with experience using data to drive call center improvements.

● Proficiency in popular dialing softwares, and tools like Airtable, Monday.com, Google Analytics,

and similar platforms.

● Excellent communication skills, with the ability to work collaboratively across departments.

● Ability to manage and prioritize tasks in a fast-paced, dynamic environment.

Job Type: Full-time

Pay: Php40,700.00 - Php55,000.00 per month

Application Question(s):

• How many years of experience do you have managing Call centre?
• How many years of experience do you have training and coaching call centre staff?
• Do you have experience working serving North American Companies or Clients?
• Please submit a 60-90 seconds audio recorded on vocaroo.com. Highlight your overall relevant experience.
• Is your salary expectations within the range? Please specify your exact expected salary