Job Description:

SK Driving School, a reputable and well-established driving school, is seeking a highly motivated and experienced Remote Call Centre Manager to join our team. As a Call Centre Manager, you will play a crucial role in ensuring excellent client service and efficient operations. You will manage client interactions, handle scheduling, and oversee phone communications to support our students and instructors.

Responsibilities:

1. 1. Serve as the primary point of contact for clients, addressing inquiries and resolving issues promptly and professionally.
2. 2. Maintain positive and productive relationships with clients to ensure high levels of satisfaction and loyalty.
3. 3. Coordinate and manage scheduling for driving lessons, ensuring efficient allocation of instructors and resources.
4. 4. Update and manage schedules using Google Sheets and other tools to ensure smooth operations.
5. 5. Handle incoming and outgoing phone calls, responding to customer queries and providing information about our services.
6. 6. Maintain accurate records of phone interactions and follow up on any outstanding issues.
7. 7. Prepare and maintain various documents using MS Word and Google Docs, ensuring accuracy and professionalism.
8. 8. Organize and manage electronic files and records, ensuring easy access and retrieval of information.
9. 9. Generate reports and analyze data to improve call centre operations and client satisfaction.
10. 10. Collaborate with instructors and administrative staff to ensure smooth operations and effective communication.
11. 11. Communicate any changes or updates in schedules, procedures, or policies to the relevant team members.
12. 12. Provide training and support to team members as needed, fostering a collaborative and efficient work environment.
13. 13. Track and report on key performance indicators (KPIs) for the call centre, identifying areas for improvement.
14. 14. Implement strategies to improve efficiency, client satisfaction, and overall performance.
15. 15. Conduct regular performance evaluations of call centre staff, providing feedback and guidance for improvement.

Requirements:

1. 1. Female candidates only.
2. 2. Fluent in English and Español, with excellent communication and interpersonal skills.
3. 3. Strong computer skills, including proficiency in spreadsheets, MS Word, Google Sheets, and Google Docs.
4. 4. Experience in client handling and scheduling, with the ability to manage multiple tasks and prioritize effectively.
5. 5. Knowledge of call centre operations and best practices, with a focus on customer service and efficiency.
6. 6. High level of responsibility, reliability, and professionalism.
7. 7. Based in Santo Domingo, Dominican Republic.

Preferred Qualifications:

1. 1. Experience in a call centre management role, preferably in a remote setting.
2. 2. Certification or training in customer service or call centre management.
3. 3. Familiarity with CRM software and other customer service tools.

Join our team at SK Driving School and contribute to our mission of providing high-quality driving instruction and exceptional customer service. If you meet the above requirements and are passionate about client service and operational excellence, we encourage you to apply.

Note: The above job description is a general outline and responsibilities may be adjusted based on the specific needs of SK Driving School.

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