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Contact Center Manager III

2 months ago

Leesburg, Virginia, United States Goldschmitt and Associates LLC Full time
About the Role

Goldschmitt and Associates LLC is seeking a seasoned Contact Center Manager III to oversee the day-to-day operations of a specific team within our call center. As a key member of our management team, you will be responsible for leading and developing a high-performing team of agents and team leads.

Key Responsibilities
  • Team Leadership and Development:
    • Provide guidance, mentorship, and coaching to team members to ensure they have the necessary skills and knowledge to perform their roles effectively.
    • Set clear performance expectations and goals for team members and conduct regular one-on-one meetings, coaching sessions, and performance evaluations to support individual development and growth.
  • Team Management:
    • Monitor and report key performance metrics such as average handle time, first call resolution, quality scores, and adherence to schedules.
    • Identify performance trends, areas for improvement, and implement coaching strategies to address them.
    • Recognize and reward high performers while providing support and guidance to those who may be struggling.
    • Optimize scheduling by tracking and monitoring time off requests to ensure team's attendance rate meets expectations.
  • Performance Feedback and Coaching:
    • Offer constructive feedback to agents based on the evaluation of their interactions, focusing on both strengths and areas for improvement.
    • Use positive reinforcement to motivate agents and recognize exemplary performance.
    • Foster a customer-centric culture within the team, emphasizing the importance of providing excellent service, resolving customer issues effectively, and pushing first-call resolution.
    • Monitor calls and customer feedback to gauge performance and identify areas for improvement.
    • Empower team members to take ownership of customer interactions and provide personalized solutions.
  • Training and Development:
    • Coordinate with operations to deliver training programs to ensure that team members have the necessary skills and knowledge to perform their roles effectively.
    • Encourage continuous learning and development opportunities for team members to enhance their skills and advance their careers.
  • Communication and Collaboration:
    • Maintain open and transparent communication with team members, keeping them informed about goals, expectations, and performance feedback.
    • Foster a collaborative and supportive work environment where team members feel empowered to share ideas and contribute to process improvements.
    • Liaise with operation management to address cross-functional issues and ensure alignment with organizational goals.
  • Conflict Resolution and Problem-Solving:
    • Address conflicts or disputes within the team promptly and professionally, using effective communication and conflict-resolution techniques.
    • Encourage a proactive approach to problem-solving and empower team members to identify and resolve issues independently.
    • Escalate complex or systemic issues to senior managers as needed, along with proposed solutions or recommendations.
Requirements
  • Possess at least 3 years of call center management experience.
  • Possess the ability to pass the Public Trust investigation.
Preferred Qualifications
  • Possess a Bachelor's degree.

Goldschmitt and Associates LLC is an equal opportunity employer. We do not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.