BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!

The Position

Roles and Responsibilities:

• Manage and supervise the Sales Representatives
• Manage operational performance to meet Key Performance Indicators (KPIs) and Service Level Agreements
• Analyze various reports and statistical data to measure production levels and identify root causes for underperforming areas
• Set outbound call scripts and communicate them to the agents.
• To provide individual coaching & training to team members where appropriate.
• To conduct regular 1:1 daily checkpoints and weekly coaching

Skills and Requirements:

• Experience dealing with escalated issues in a contact center capacity
• The ability to use spreadsheet applications to maintain and develop operational reporting
• Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
• To be flexible, independent, and innovative.
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• 1-2 years of experience in the contact center and/or customer service industry, with at least 1 year in a Team Lead/Supervisory role
• Telesales/Outbound call center background is a plus