Contact Center Operations Site Manager
1 month ago
ISN Corporation is seeking a highly skilled Operations Site Manager to oversee the operations of a large, high-volume government omni channel contact center. This individual will ensure adequate staff at all times and plan and execute all operations of the contact center.
Key Responsibilities:
- Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools.
- Adaptability to changing circumstances and a proactive approach to overcoming potential blockers and mitigating risks.
- Workforce management skills sufficient to ensure staffing for all communications channels is sufficient to meet performance measures, including real-time management.
Requirements:
- 6-8 years experience overseeing operations, including the planning and execution of all operations of a high-volume contact center with approximately 1M contacts per year.
- Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, standard operating procedures, and conflict resolution and CSR training.
Education:
- Bachelor's degree in business, communications, or a related field.
ISN Corporation is an Equal Opportunity Employer and an Equal Employment Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability status, marital status, genetic information, or any other characteristic protected by law.
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