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The Contact Center Manager ensures that operations are conducted to meet service level and qualitative/quantitative objectives.

Requirements

Manage operations to achieve executive objectives
Prepares contact center performance reports
Monitor reports to meet or exceed goals and objectives
Track and measure productivity
Identify bottlenecks and offer solutions for improvement
Manage and train other contact center staff, such as supervisors and leads
Ensure employee satisfaction
Create a welcoming and motivating environment for employees
Manage contact center supervisor and lead agents
Planning, organizing, and managing operations
Ensure that service levels are being met
Monitoring team performance and productivity
Resolving internal customer complaints/concerns
Monitor and evaluate key performance indicators (KPIs)
Operate department(s) within defined budget(s)
Recruit, select, hire, and train new call center employees
Prepare Monthly Business Review for upper management
Train and coach to motivate employees
Communicate clearly verbally and in writing
Improve production through daily and weekly team meetings, one-on-ones and coaching sessions
Complete performance reviews of direct reports on a mid-year and annual basis

Benefits

Health, dental and vision benefits

Simpluris

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