Contact Center Operations Manager
7 days ago
We are seeking a seasoned contact center leader to oversee the strategic direction and day-to-day operations of our remote workforce. As a key member of our management team, you will be responsible for driving business growth, improving customer satisfaction, and fostering a high-performing team.
Key Responsibilities- Develop and implement strategic plans to enhance customer experience and drive business results
- Lead and manage a large remote workforce, ensuring high levels of productivity and employee engagement
- Collaborate with cross-functional teams to identify process improvements and best practices
- Assist in setting and achieving strategic goals and customer service key performance indicators (KPIs)
- Work closely with training teams and external vendors to ensure seamless operations
- Lead and support the full customer service experience for the company
- Assess and manage talent to ensure the right people are in the right roles
- Bachelor's degree in business administration or communications or related field
- 5+ years of contact center supervision or management experience
- Experience leading a large temporary or part-time workforce
- Ability to assess talent and/or map talent
- Preferred experience with off-shore vendor negotiations/oversight
- Able to investigate and solve customer service concerns
- Ability to work independently with limited supervision
- Possesses a working knowledge of Word, Excel, and forecasting/WFM programs
- Understanding the importance of confidentiality regarding employee and customer information
SC Data Center, Inc. is a customer-centric business that supports warehousing, information technology, and contact centers. We are an affiliate company of Colony Brands, Inc., one of North America's largest, multi-channel direct-marketing companies. We are committed to supporting the communities we work in and offer a range of benefits and programs that support the well-being of our employees.
Benefits- Medical/Dental/Vision insurance
- A robust Wellness Program including Onsite Healthcare
- Superb Retirement Plans (401K & a company-funded Pension Plan)
- Extensive Paid Time Off (PTO) benefits
- Seven 4-day work weeks in the summer months to give our employees additional time off
- Educational Assistance
- Company Profit-Sharing
- Company Product Discounts
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