Current jobs related to Contact Center Operations Manager - Irving - Boost HR & Recruiting

  • Global Contact Center Operations Manager

    2 weeks ago

    Irving, Texas, United States Gartner Full time

    Job SummaryGartner is seeking a highly skilled and experienced professional to lead our Global Contact Center operations. As a key member of our Customer Service Center of Excellence team, you will be responsible for managing our contact center vendor, ensuring seamless customer experiences, and driving continuous improvement initiatives.Key...

  • Global Contact Center Operations Manager

    3 weeks ago

    Irving, Texas, United States Gartner Full time

    Job SummaryGartner is seeking a highly skilled and experienced professional to lead our Global Contact Center operations. As a key member of our Customer Service Center of Excellence team, you will be responsible for managing our contact center vendor, ensuring seamless customer experiences, and driving continuous improvement initiatives.Key...

  • Global Contact Center Operations Manager

    10 hours ago

    Irving, Texas, United States Gartner Full time

    About the RoleGartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.Key ResponsibilitiesManage the daily...

  • Global Contact Center Operations Manager

    4 days ago

    Irving, Texas, United States Gartner Full time

    Job SummaryGartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.Key ResponsibilitiesManage the daily...

  • Contact Center Manager

    2 months ago

    Irving, United States Moxie Pest Control Full time

    Job DescriptionJob DescriptionPlay Your Part In Our Team Succeeding!Customer service is at the core of Moxie Pest Control’s mission to improve the quality of life for our customers and employees. The Contact Center Manager is a key role to provide quality service to all of our customers. The Contact Center Manager oversees a team of Customer Service Agents...

  • Global Contact Center Manager

    2 weeks ago

    Irving, Texas, United States Gartner Full time

    About the RoleGartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.Key ResponsibilitiesManage the daily...

  • Global Contact Center Manager

    6 days ago

    Irving, Texas, United States Gartner Full time

    About the RoleGartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.Key ResponsibilitiesManage the daily...

  • Global Contact Center Manager

    1 week ago

    Irving, Texas, United States Gartner Full time

    About the RoleGartner is seeking a highly skilled Global Contact Center Manager to join our Customer Service Center of Excellence team. As a key member of our team, you will be responsible for managing our Global Contact Center vendor, focusing on performance oversight and upleveling the service we provide to our clients.Key ResponsibilitiesManage the daily...

  • Contact Center Solutions Architect

    21 hours ago

    Irving, Texas, United States Hispanic Technology Executive Council Full time

    About CitiCiti is a leading global bank with a presence in over 160 countries and jurisdictions, serving approximately 200 million customer accounts. Our mission is to create economic value that is systemically responsible and in the best interests of our clients.Job SummaryWe are seeking a highly skilled Contact Center Solutions Architect to join our team....

  • Representative Contact Center

    3 weeks ago

    Irving, United States Pacific Dental Services Full time

    Now is the time to join Pacific Dental Services. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today! The primary role of the Representative, Contact Center is to assist Dental Offices with scheduling, canceling and...

  • Representative Contact Center

    4 months ago

    Irving, United States Pacific Dental Services Full time

    Now is the time to join Pacific Dental Services. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today! The primary role of the Representative, Contact Center is to assist Dental Offices with scheduling, canceling and...

  • Representative Contact Center

    3 weeks ago

    Irving, United States PDS Health Full time

    Now is the time to join PDS Health. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today! The primary role of the Representative, Contact Center is to assist Dental Offices with scheduling, canceling and rescheduling...

  • Lead Contact Center Engineer

    5 days ago

    Irving, Texas, United States MCKESSON Full time

    Job Title: Lead Contact Center EngineerMckesson is a leading healthcare company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. As a Lead Contact Center Engineer, you will play a critical role in driving the design, engineering, and support...

  • Contact Center Services Implementation Expert

    3 weeks ago

    Irving, Texas, United States Innova Solutions Full time

    About the RoleInnova Solutions is seeking a highly skilled CX Configuration Specialist to join our team. As a key member of our Consulting Services practice, you will work with clients to design and implement enterprise-wide Contact Center solutions on the NICE InContact CXone platform.Key ResponsibilitiesProvide application engineering professional...

  • Contact Center Services Implementation Expert

    3 weeks ago

    Irving, Texas, United States Diversant Full time

    About the RoleWe are seeking a highly skilled CX Configuration Specialist to join our team at Diversant. As a key member of our Consulting Services practice, you will work with clients to manage enterprise-wide Contact Center solutions on the NICE inContact CXone platform.Key ResponsibilitiesProvide application engineering professional services, specifically...

  • Work From Contact Center Support Representative

    2 months ago

    Irving, United States GXO Logistics, Inc. Full time

    Logistics at full potential. At GXO, we're constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at work and the resources to build a...

  • Work From Contact Center Support Representative

    3 months ago

    Irving, United States GXO Logistics Full time

    Logistics at full potential. At GXO, we're constantly looking for talented individuals at all levelswho can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at workand the resources to build a career...

  • Work From Contact Center Support Representative 1

    3 weeks ago

    Irving, United States GXO Full time

    Logistics at full potential. At GXO, we're constantly looking for talented individuals at all levels who can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at work and the resources to build a...

  • Work From Contact Center Support Representative 1

    4 weeks ago

    Irving, United States GXO Logistics Full time

    Logistics at full potential. At GXO, we're constantly looking for talented individuals at all levelswho can deliver the caliber of service our company requires. You know that a positive work environment creates happy employees, which boosts productivity and dedication. On our team, you'll have the support to excel at workand the resources to build a career...

  • Senior Distribution Center Manager

    2 weeks ago

    Irving, Texas, United States Accurate Personnel LLC Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Distribution Center Manager to join our team at Accurate Personnel LLC. As a key member of our operations team, you will be responsible for overseeing the day-to-day activities of our distribution center, ensuring seamless execution of operational plans, and driving financial and operational...

Contact Center Operations Manager

3 months 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


s.