Contact Center Manager

2 months ago


Houston, United States Good Charlie Employee Services, LLC Full time
Job DescriptionJob Description

The Contact Center Manager will be responsible for managing an existing nearshore contact center and the design and development of a new internal contact center located in Houston, Texas. The role will include the hiring, training, and management of a team of Customer Care Representatives, ensuring the delivery of high-quality service for telephone, chat, and email communications. Additionally, the Contact Center Manager will establish and uphold the highest level of customer service quality and conduct thorough analyses of all customer interactions. They will work closely with the GoodCharlie leadership team and provide continuous updates, feedback, and improvement recommendations.


Accountabilities


Core accountabilities include:

· Closely manage the performance and productivity of the nearshore contact center.

· Hire, train, and develop a team of Customer Care Representatives.

· Monitor the progress and development of Customer Care Representatives and create coaching plans to reach required performance levels utilizing the necessary coaching and steps of discipline as needed.

· Responsible for side-by-side training with Customer Care Representatives to coach them in real-time on opportunities of importance in active listening, soft skills, and job knowledge.

· Record team statistics and prepare reports to monitor performance.

· Analyze both individual and team performance daily to manage overall service levels.

· Monitor individual, team, and call center results to identify and act on both positive and negative performance trends to ensure the attainment of revenue renewal goals and performance targets.

· Answer questions and recommend corrective services to address customer issues.

· Maintain up-to-date employee records.

· Develop and deliver performance evaluations.

· Provide communication and follow-up to ensure representatives are fully informed of all new information related to procedures, customer needs, and company-related issues, changes, or actions.

· Study and standardize procedures to improve the efficiency of the team.

· Maintain harmony amongst the team and resolve grievances.

· Ensure that all policies and procedures are adhered to, and standards are met.

· Handle and resolve customer issues when Supervisory representation is required or requested.

· Assist with the identification of training gaps and needs of team members.


Skills and Qualifications:

The ideal candidate will possess experience and expertise related to customer service, demonstrating a proven track record of effectively serving diverse customer needs and exceeding expectations. They will showcase exceptional communication skills, both verbal and written, along with a deep understanding of customer relationship management principles. Additionally, they will exhibit a passion for fostering positive customer experiences and a commitment to continuously enhancing service delivery standards.


  • Contact Center Manager

    3 months ago


    Houston, United States FIRST SERVICE CREDIT UNION Full time

    Job DescriptionJob DescriptionAddress: 16430 Park Ten Place, Houston, Texas 77084 Role: Manager duties include, but are not limited to managing all aspects of the Contact Center and daily operations to ensure outstanding service is provided to all internal/external members. Monitors calls for quality assurance, handles escalated calls and scenarios, provides...


  • Houston, United States InterVision Systems Full time

    Are you looking for a challenging role as a Contact Center Account Executive ? As a leading managed service provider (MSP), InterVision assists IT leaders in solving the most crucial challenges they face by solving for the right technology, deployed on the right premises, and managed through the right model to fit their unique demands and meet their...


  • Houston, United States Empyrean Benefit Solutions Full time

    As a member of the Enterprise Technical Services team, a Contact Center AI Support Specialist is a professional responsible for understanding, implementing, and supporting artificial intelligence (AI) solutions within contact center environments. Their primary goal is to enhance customer service, streamline operations, and improve overall efficiency by...


  • Houston, United States Empyrean Benefit Solutions Full time

    Description As a member of the Enterprise Technical Services team, a Contact Center AI Support Specialist is a professional responsible for understanding, implementing, and supporting artificial intelligence (AI) solutions within contact center environments. Their primary goal is to enhance customer service, streamline operations, and improve overall...


  • Houston, United States Employer Flexible Full time

    As a Contact Center Specialist at Employer Flexible, a leading Professional Employer Organization (PEO), you will play a crucial role in providing exceptional customer service and support to our clients and their employees. You will serve as the primary point of contact for inquiries, issues, and assistance related to various HR, payroll, benefits, and...


  • Houston, United States Employer Flexible Full time

    As a Contact Center Specialist at Employer Flexible, a leading Professional Employer Organization (PEO), you will play a crucial role in providing exceptional customer service and support to our clients and their employees. You will serve as the primary point of contact for inquiries, issues, and assistance related to various HR, payroll, benefits, and...


  • Houston, United States Tailored Brands Inc Full time

    Tailored Brands, Inc. is a leading omni-channel specialty retailer of menswear, including suits and a broad selection of business casual offerings as well as the largest provider of tuxedo rental products in the U.S. and Canada. We operate retail stores in all 50 states and Canada. Our U.S. retail stores are operated under the brand names of Men’s...

  • AI Engineer

    1 month ago


    Houston, United States Saransh Inc Full time

    AI Engineer - Google /Genesys Contact CenterFulltime – PermHouston, TXWe are looking for Google/Genesys Contact Center AI Engineer responsible for helping with the design, testing, implementation, and maintenance of the Google/Genesys and other contact center solutions. The candidate will collaborate with cross-functional teams to deliver high-quality...

  • AI Engineer

    1 month ago


    Houston, United States Saransh Inc Full time

    AI Engineer - Google /Genesys Contact CenterFulltime – PermHouston, TXWe are looking for Google/Genesys Contact Center AI Engineer responsible for helping with the design, testing, implementation, and maintenance of the Google/Genesys and other contact center solutions. The candidate will collaborate with cross-functional teams to deliver high-quality...

  • Senior Engineer, AI

    3 months ago


    Houston, United States Waste Management Full time

    As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status. WM, a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North...


  • Houston, United States First Service Credit Union Full time

    Address: 16430 Park Ten Place, Houston, Texas 77084Role: Accommodate member needs via telephone, fax, and email request including loans and account services. Cross sell FSCU services and products. Essential Functions & Responsibilities: Provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering...


  • Houston, United States FIRST SERVICE CREDIT UNION Full time

    Job DescriptionJob DescriptionAddress: 16430 Park Ten Place, Houston, Texas 77084Role: Accommodate member needs via telephone, fax, and email request including loans and account services. Cross sell FSCU services and products.Essential Functions & Responsibilities:Provide accurate, courteous, friendly, timely, and professional service to all members and...


  • Houston, United States First Service Credit Union Full time

    Address: 16430 Park Ten Place, Houston, Texas 77084 Role: Accommodate member needs via telephone, fax, and email request including loans and account services. Cross sell FSCU services and products. Essential Functions & Responsibilities: Provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering...


  • Houston, United States Chewy Full time

    Our Opportunity:  Chewy is currently recruiting for a Human Resources Manager at one of our fulfillment centers. This position is responsible for overseeing and managing a Fulfillment Center Human Resources department. If you are looking for a position in which no two days are the same, team members are a valued asset and you look at employee engagement as...


  • Houston, Texas, United States JOE HUDSON'S COLLISION CENTER Full time

    Job OverviewAssistant Manager for Collision Repair CenterBecome an integral part of the leadership team at our Collision Repair Center.Are you prepared to elevate your professional journey? We are in search of a committed individual who possesses a strong interest in management and the auto repair sector.Key ResponsibilitiesAchieve or surpass all operational...


  • Houston, United States America's Best Full time

    Job DescriptionJob DescriptionCompany DescriptionAmerica's Best is part of National Vision, one of the largest optical retailers in the United States. The America’s Best brand continues to grow, with 1000 stores and counting. Each location combines both parts of the optical equation – eyewear and eye care – into one excellent experience at a single...

  • Service Center Manager

    3 months ago


    Houston, United States SGS Full time

    Job Description The Service Center Manager oversees and monitors the efficiency of the service center operations to ensure high quality customer satisfaction. This role is responsible for managing service center staff to to maintain the storefront to receive client samples, manage sample reception duties, bottle kit preparation, and shipping and...


  • Houston, United States The Montrose Center Full time

    Job DescriptionJob DescriptionSalary: Job Summary: The LGBTQ+ Community Center Director is responsible for the overall operations of the Montrose Center's Community Center located on the Montrose Center’s first floor. This role involves managing building operations, creating and facilitating programming, representing the Center externally, and...


  • Houston, United States DEL MAR BOWLING CENTER Full time

    Job DescriptionJob DescriptionDel Mar Bowling Center in Houston, TX is looking for one assistant manager to join our 3 team. We are located on 3020 Mangum Road. Our ideal candidate is self-driven, punctual, and hard-working.ResponsibilitiesTrain, coach, and develop employees and team leadersDelegate tasks to team and provide follow-upHold team accountable...


  • Houston, United States Proesis Biologics Inc Full time

    Job DescriptionJob DescriptionDescription:Proesis Biologics is a contemporary and forward-thinking human source plasma collection platform dedicated to improving the plasma donation journey for all stakeholders. We partner with communities and donors to supply the industry with the high-quality plasma necessary for treating people with rare and chronic...