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Contact Center Operations Manager

2 months ago

Norcross, Georgia, United States DH Pace Full time

About the Role:

The Contact Center Operations Manager will oversee the daily functions of the contact center, ensuring optimal performance and exceptional customer service. This role involves managing staff, optimizing workflows, and analyzing performance metrics to drive continuous improvement.

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:

  • Experience and Education: Bachelor's degree or relevant work experience demonstrating equivalent qualifications.
  • Minimum 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.

About DH Pace:

DH Pace Company, Inc. is a privately owned organization with over 95 years of experience and 50+ locations in 24 states. We offer a complete range of door and door-related products, including commercial security integration.

Our Benefits:

  • Medical, dental, and vision options: Available on the 1st day of the month following your start date.
  • Paid time off plan: 13 days accrued annually during your 1st year; 16 days accrued during your 2nd year.
  • Paid Holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.
  • Floating Holidays: Up to 2 floating holidays per year.
  • Competitive compensation: Including annual performance evaluations.
  • 401k retirement plan: Including an employer match.
  • Company paid: Life insurance, short-term disability, & long-term disability.