Contact Center Operations Manager

11 hours ago


Peachtree Corners, Georgia, United States DH Pace Full time
Contact Center Operations Manager

D.H. Pace Company Inc. is seeking a highly skilled Contact Center Operations Manager to oversee the daily functions of our contact center in Atlanta, GA. As a key member of our team, you will be responsible for ensuring optimal performance and exceptional customer service.

Key Responsibilities:
  • Oversee Daily Operations: Ensure team performance meets customer satisfaction and company goals.
  • Lead and Develop Team: Mentor and motivate team members to retain top talent and support their growth.
  • Monitor KPIs: Track key performance indicators to ensure compliance, cost-effectiveness, and alignment with strategies.
  • Coach and Support: Use data and observations to provide feedback and support for quality performance.
  • Implement Best Practices & SOPs: Work with the team to ensure consistency, introduce operational improvements, and create and update customer service procedures.
  • Manage HR related Tasks: Oversee scheduling, attendance, hiring, training, and HR processes like onboarding and performance management.
Requirements:
  • Bachelor's degree or relevant work experience demonstrating equivalent qualifications.
  • A minimum of 5 years in customer service or contact center roles.
  • Over 3 years of experience in a leadership or managerial position.
  • Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets.
  • Demonstrated experience in developing team members through effective coaching, actionable feedback, and direct leadership.
Why DH Pace?

DH Pace Company, Inc. is a privately owned company with over 95 years of experience and 50 locations in 24 states. We offer a competitive compensation package, including medical, dental, and vision options, paid time off, and a 401k retirement plan. We are an equal opportunity employer and welcome applications from diverse candidates.



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