Job Description:

We are seeking an experienced and skilled Remote Call Center Operations professional to join our team at FDF Energy Services. As a Remote Call Center Operations representative, you will be responsible for managing the day-to-day operations of our remote call center, ensuring excellent customer service, and driving business results from the comfort of your own home.

Responsibilities:

· Oversee remote call center operations, including scheduling, forecasting, and performance management

· Develop and implement processes and procedures to ensure efficiency and effectiveness

· Manage and coach remote call center agents to achieve service level agreements (SLAs) and key performance indicators (KPIs)

· Analyze call center metrics and make data-driven decisions to improve performance

· Collaborate with other departments to resolve customer issues and improve overall customer experience

· Implement and maintain quality assurance programs to ensure high-quality customer interactions

· Stay up-to-date with industry trends and best practices to continuously improve call center operations

Requirements:

· 3 years of experience in call center operations or management

· Proven track record of success in managing call center teams and achieving business results

· Excellent leadership, communication, and problem-solving skills

· Strong analytical and data analysis skills

· Ability to work in a fast-paced environment and adapt to changing priorities

· Proficiency in call center software and technology

· Reliable internet connection and a quiet workspace

Benefits:

· Competitive salary and benefits package

· Ongoing training and development opportunities

· Collaborative and dynamic work environment

· Recognition and rewards for outstanding performance

· Health insurance benefits and other perks may be available based on eligibility

· 401(k) retirement plan with company match

· Paid time off and holidays

· Discounts on energy services and products

· Opportunities for growth and advancement within the company

· Flexible working hours and remote work setup