Contact Center Operations Manager

7 days ago


Monroe, Michigan, United States SC Data Center Full time
About the Role

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
Requirements
  • 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
About Us

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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