Contact Center Operations Manager

5 days ago

Irving, United States Boost HR & Recruiting Full time

The Contact Center Operations Manager develops and implements strategies to optimize contact center operations. They oversee the implementation and use of contact center technologies, such as automatic call distribution (ACD) systems, telephony systems, and workforce management tools, in conjunction with Contact Center leaders. The Contact Center Operations Manager ensures that agents have the most effective tools to enhance productivity and deliver exceptional customer experiences, ensuring these tools are available on demand.



Responsibilitie

sThe responsibilities will include, but are not limited to

  • :Documenting, managing, and improving current telephony system processes
  • .Managing the day-to-day operations of the current telephony system, including call/text/email/digital routing, setting up new numbers, skill-based routing, office hours changes, agent skill assignment, report setup, pulling call recordings, QA system changes, and other subsystems as needed
  • .Partnering with L&D and Department Managers to provide employee follow-up training on systems and processes where gaps are identified
  • .Collaborating with Contact Center and IT leadership to plan and implement systems and process improvements
  • .Ensuring communication flows across the Contact Center are efficient and work as intended
  • .Establishing a recurring audit schedule for systems and processes
  • .Handling ad hoc projects based on day-to-day issues in the Contact Center
  • .Managing telephony outages and issues, acting as the communication bridge between vendors and the Contact Center
  • .Monitoring and reporting on key performance indicators (KPIs) to track and improve operational efficiency
  • .Leading and mentoring teammates to foster a collaborative and high-performance work environment


.
Competencies and Qualificatio

  • nsBachelor’s Degree preferred or equivalent combination of education and work experienc
  • e.Experience with project management processes and system
  • s.Strong analytical skill
  • s.Professional verbal and written communication skill
  • s.Ability to understand and describe complex problem
  • s.Clear understanding of prioritizing tasks and meeting deadline
  • s.Ability to execute multiple projects concurrentl
  • y.Willingness to take risks and make mistake
  • s.Ability to articulate honest feedback to supervisors, peers, and direct report
  • s.Experience with the NICE inContact or equivalent suite of products and service
  • s.Experience with SMS and digital communication channel suppor
  • t.Experience utilizing AI in a contact center environmen
  • t.Strong customer-centric focus with a commitment to improving customer satisfactio
  • n.Proficiency in additional relevant software and technologies (e.g., CRM systems, data analytics tools) is a plu


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