Contact Center Manager

2 months ago

Biloxi, United States Equity LifeStyle Properties, Inc. Full time

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career


ELS is hiring for the position of Contact Center Manager in Biloxi, MS.


What You’ll Do

The Contact Center Manager is responsible for the daily operations of an omni-channel contact center team including hiring, coaching, and development to meet customer service standards and maximize efficiency. This position will design and implement processes by evaluating KPI’s and operational data to ensure that expected business results are met.


Your Job Will Include

  • Develop direct report team to hire, coach and motivate employees to maintain exceptional customer service, support a strong career path and reinforce a positive culture. (45%)
  • Work with other stakeholders to audit curriculum, assist human resources and ensure staffing is optimized. (15%)
  • Actively drive for improvement of existing processes and implement initiatives throughout the contact center(s) and other departments. (10%)
  • Monitor agent work performance and track KPI’s to maximize team effectiveness and productivity. Conduct performance reviews and take appropriate disciplinary action as necessary. (20%)
  • Partner with the senior leadership to define and develop strategy. (5%)
  • Other duties as needed (5%)


Experience & Skills You Need

  • Ability to develop leaders by coaching in ways that contribute to higher levels of accountability, performance and conduct
  • Self-motivated and prioritize tasks in a fast-paced environment
  • Demonstrates ability to proactively partner with others to ensure the right people, processes and structures are in place to support ongoing growth and development of the business
  • Demonstrates decisiveness and a sense of urgency to complete tasks through collaborative relationships
  • Embraces continuous process improvement and is a navigator in leading others through change in a positive way through teamwork
  • High energy, enthusiastic communication and leadership style
  • Bachelor's or advanced degree, preferably in business-related studies
  • Three or more years of successful management experience, preferably in a customer driven environment
  • Proficient in MS Office products and call center programs
  • Demonstrates financial acumen within the call center or hospitality industry


In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.


We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.


As an Equal Opportunity Employer, we welcome and thank all applicants.

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