Business Development Manager
Sybrin
Salary
💰 $1 - $100,000 per year
Job Level
Senior
About the role
- Supervise and mentor a team of 7-15 agents, ensuring high engagement and performance
- Conduct regular coaching sessions, one-on-one meetings, and team huddles to enhance service delivery
- Foster a culture of accountability, collaboration, and continuous learning
- Monitor real-time and historical metrics to ensure efficiency, adherence to KPIs, and high customer satisfaction
- Review call recordings, emails, and chat interactions to provide constructive feedback
- Develop action plans to improve agent performance and customer interactions
- Collaborate with workforce management to optimize staffing and scheduling
- Escalate operational risks or service disruptions and implement mitigation strategies
- Identify trends in customer feedback, complaints, and escalations to improve service processes
- Work closely with Quality Assurance, Training, and Knowledge Base teams to enhance agent enablement
- Champion a proactive service model, ensuring customers receive best-in-class support
- Work with the Call Center Customer Experience Manager to align team goals with business objectives
- Partner with other departments (FinOps, Escalations, Sales) to resolve complex issues and contribute to process enhancements
Requirements
- 3+ years of experience in customer service, preferably in a leadership or supervisory role
- Experience managing a remote/international team is a strong plus
- Background in solar, energy, or a similar technical industry preferred but not required
- Excellent communication and interpersonal skills
- Strong problem-solving abilities and a proactive mindset
- Proficiency in workforce tools, CRM platforms, and reporting dashboards
- Ability to thrive in a fast-paced, customer-centric environment
- Employment is contingent upon the successful completion of a background check
