Contact Center Operations Manager

4 weeks ago


Oklahoma City, Oklahoma, United States ISN Full time
Job Description

ISN Corporation is seeking a highly skilled Operations Site Manager to oversee the operations of a large, high-volume government omni channel contact center. The ideal candidate will have experience in contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM, as well as workforce management skills to ensure adequate staffing and planning for all communications channels.

Responsibilities
  • Oversee the planning and execution of all operations of a high-volume contact center
  • Ensure adequate staff at all times to meet performance measures
  • Manage 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
  • Develop and implement strategies to improve contact center efficiency and effectiveness
Requirements
  • 6-8 years of experience in contact center operations, including experience in a high-volume contact center
  • 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
  • Bachelor's degree in business, communications, or a related field
What We Offer
  • Competitive benefits package, including major medical insurance, dental plan, flexible spending, short-term and long-term disability benefits, basic life insurance, and retirement plan
  • Paid leave with accrual beginning at date of hire

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. ISN Corporation is a Drug-Free Workplace. Candidates are required to pass a pre-employment background investigation before beginning employment.



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