Contact Center Operations Manager

3 weeks ago


Miami, Florida, United States CDR Companies Full time

Overview: At CDR Companies, we are committed to delivering exceptional customer service to our clients. We are seeking a highly skilled and motivated Contact Center Operations Manager to join our team.

Job Summary: The Contact Center Operations Manager will oversee the day-to-day operations of our contact center, ensuring that our remote agents provide exceptional customer service to our clients.

Key Responsibilities:

  • Assist remote agents in answering questions, handling daily concerns, and providing support
  • Monitor progress, review agent availability, and provide ongoing coaching opportunities to meet Contact Center KPIs (80/20 – 5% abandoned rate)
  • Assist in hiring, training agents, coaching for career development, and providing disciplinary actions when necessary

Requirements:

  • Excellent communication and leadership skills
  • Ability to multi-task in a fast-paced environment
  • Must be able to work in a flexible schedule as needed
  • Strong analytical and problem-solving skills
  • Ability to listen to calls to ensure Call Quality Standards are met
  • Complete IT escalation cases and daily call monitoring report within 72 hours or less
  • Must be able to travel during disaster and/or deployment activation

Estimated Salary: $65,000 - $85,000 per year, depending on experience



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