Contact Center Operations Manager
3 weeks ago
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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