Call Center Manager( American Account )

Manage and supervise the outbound call center team during evening shifts.

Ensure the team meets daily and monthly appointment-setting targets.

Monitor calls and provide coaching to agents for quality assurance and performance improvement.

Analyze call center metrics and generate regular performance reports.

Develop and implement strategies to improve productivity, conversion rates, and customer interaction quality.

Handle team scheduling, attendance, and shift coverage.

Coordinate with other departments to align appointment goals with business objectives.

Resolve escalated customer issues or complaints professionally.

Recruit, train, and retain high-performing call center agents.

Ensure full compliance with company policies and data protection regulations.

Minimum 10 years of experience in international call centers, including at least 3 years as a Call Center Manager.

Strong background in outbound calling and appointment setting.

Willingness to work full-time during evening and night shifts.

Excellent leadership, communication, and interpersonal skills.

Proficient in using call center software, CRM systems, and performance monitoring tools.

Strong analytical and problem-solving abilities.

Fluent in English.