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Contact Center Operations Manager
2 months ago
We are seeking an accomplished and experienced Contact Center General Manager to lead and oversee the entire operation of our high-volume Customer Care Center (CCC). The ideal candidate will have a proven track record of successfully managing a contact center with 50+ employees, ensuring exceptional customer service, optimizing operational efficiency, and driving strategic initiatives to elevate overall performance.
Key Responsibilities- Leadership & Management: Lead, mentor, and develop a large team of contact center managers, supervisors, and agents to achieve and exceed performance goals.
- Operational Efficiency: Oversee the daily operations of the CCC, ensuring that all KPIs, including response times, customer satisfaction, and resolution rates, are consistently met or exceeded.
- Customer Experience: Ensure that all customer interactions are handled in a timely, professional, and courteous manner, with a strong focus on enhancing the customer experience.
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 7-10 years of experience in a contact center environment, with at least 3-5 years in a senior leadership role managing large teams (50+ employees).
- Demonstrated success in leading and scaling contact center operations, driving significant improvements in customer service and operational efficiency.
- Paid holidays and time off.
- Professional development budget.
- Health, dental, and vision insurance.
- 401K (including matching).
Premium Service Brands is a leader in the home service franchising industry dedicated to maintaining and beautifying homes, businesses, and communities. Based in Charlottesville, VA, we set the industry standard for comprehensive training and ongoing support to over 1,000 franchise locations that deliver unparalleled quality through nine distinct brands.
