Position Purpose:
The Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work, and technology enhancements to increase productivity. Must develop recommendations, prioritize issues, and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager's absence.
Key Responsibilities:
- 20% - Customer Focus - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement. Optimizes diverse talent through a demonstrated commitment to equal employment opportunity.
- 10% - Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff.
- 25% - Drive Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals.
- 25% - Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies.
- 20% - Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements.
📩 To apply, please send your resume to ankit.s@highbrowtechnology.com with Subject applying for Contact Center Manager.
