We are looking for an experienced Contact Center Manager to oversee daily contact center operations, ensure high-quality customer service, and achieve operational and performance targets.
Key Responsibilities:
- Manage daily contact center operations and ensure smooth service delivery.
- Monitor KPIs, SLAs, productivity, quality, and customer satisfaction.
- Lead, coach, and develop contact center teams and supervisors.
- Manage escalations and ensure timely resolution of customer issues.
- Prepare and review operational reports and performance dashboards.
- Identify opportunities to improve processes, efficiency, and customer experience.
- Coordinate with internal teams and stakeholders to achieve business objectives.
Requirements:
- Bachelor’s degree in Business Administration or a related field.
- 1+ years of experience in Contact Center or Customer Service operations, including management experience.
- Strong knowledge of contact center KPIs, SLAs, and quality standards.
- Excellent leadership, communication, and problem-solving skills.
- Strong analytical and reporting skills.
- Proficiency in Microsoft Office, especially Excel and PowerPoint.
- Experience with CRM and contact center systems is preferred.
