Oversee support operations and manage the call center team.
Handle licensing matters and ensure seamless functioning of internal support websites.
Recruit, select, hire, and train personnel for the call center and licensing team.
Propose and implement plans to improve support platforms and tools.
Collect and analyze call agents' data using CRM for performance reports.
Assist in resolving challenging customer service issues.
Monitor team performance and provide necessary tools for enhancement.
Present monthly and annual action plans and objectives to stakeholders.

Proven experience in managing call center and software licensing operations.
About 5 year’s experience is desired.
Desirable, familiarity with Salesforce CRM, Agentforce and Coveo for optimizing customer interactions.
Understanding of chatbot technologies and their integration into customer service processes.
Ability to work effectively with a diverse group of individuals with varying levels of technological knowledge.
Basic knowledge of web development to facilitate internal support website maintenance.
Strong leadership skills and the ability to recruit, train, and manage a high-performing team.
Exceptional analytical and problem-solving skills for data analysis and performance evaluation.
A proactive attitude towards addressing challenges and improving processes.

Call Center Software Support Manager

Key skills