Contact Center Manager Jobs

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

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

Benefits
Health, dental and vision benefits