Contact Center Operations Manager

2 weeks ago


Montgomery, Indiana, United States RTC Communications Full time
About the Role

The Contact Center Manager will play a critical role in leading and managing the contact center operations at RTC Communications. As a key member of our management team, you will be responsible for driving performance, ensuring exceptional service delivery, and creating strategies to enhance efficiency and customer satisfaction.

  • Our company exists to provide quality and reliable communications, entertainment, and technology products and services to Southern Indiana.
  • We seek to deliver the future today to our customers and community.
  • Our number one priority has been to combine state-of-the-art technology and old-fashioned service to provide the highest quality communications available.
Responsibilities:
  • Manage the daily operations of the contact center, ensuring smooth workflow and effective communication for a team of customer service representatives.
  • Lead, motivate, and mentor a team of customer service representatives to constantly improve sales performance, while working with other team leaders and supervisors.
  • Establish and track key performance indicators (KPIs) to evaluate the performance of the team and implement strategies for continuous improvement.
  • Develop training programs and materials to ensure staff are equipped with the knowledge and skills to deliver high-quality service that enhances appropriate sales skills.


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