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Contact Center Operations Manager
2 months ago
We are seeking a highly skilled Contact Center Operations Manager to join our team at DH Pace Company, Inc. in a leadership role.
Key Responsibilities- Oversee Daily Operations: Ensure that our contact center team is performing at optimal levels, meeting customer satisfaction and company goals.
- Lead and Develop Team: Mentor and motivate team members to retain top talent and support their growth, fostering a positive and productive work environment.
- Monitor KPIs: Track key performance indicators to ensure compliance, cost-effectiveness, and alignment with strategies, making data-driven decisions to drive continuous improvement.
- Coach and Support: Use data and observations to provide feedback and support for quality performance, helping team members to develop their skills and achieve their full potential.
- Implement Best Practices & SOPs: Work with the team to ensure consistency, introduce operational improvements, and create and update customer service procedures, ensuring that our processes are efficient and effective.
- Manage HR related Tasks: Oversee scheduling, attendance, hiring, training, and HR processes like onboarding and performance management, taking on additional tasks and projects as assigned.
- Experience and Education: A bachelor's degree or relevant work experience demonstrating equivalent qualifications, a minimum of 5 years in customer service or contact center roles, and over 3 years of experience in a leadership or managerial position.
- Key Skills: 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.
DH Pace Company, Inc. is a privately owned company with over 95 years of experience, operating in 24 states with 50+ locations and annual sales of $1 billion. We are a distribution, construction, and service organization that offers customers a complete range of door and door-related products, including commercial security integration.
We offer a competitive compensation package, including annual performance evaluations, 401(k) retirement plan with employer match, company-paid life insurance, short-term disability, and long-term disability, as well as medical, dental, and vision options, paid time off, and paid holidays.
