Contact Center Operations Manager

4 days ago


Utica, Michigan, United States CABVI Full time
Job Overview

We are seeking a skilled Contact Center Operations Manager to lead our team in achieving key performance goals. This role requires strong leadership and supervision skills, as well as the ability to handle inbound & outbound calls and provide outstanding customer service.

Responsibilities
  • Leadership and Supervision: Organize and supervise day-to-day operations and activities of a contact center team, ensuring agents understand and comply with all call center objectives, performance standards, and policies.
  • Customer Service: Handle inbound & outbound calls, emails, faxes, etc., using customer-oriented etiquette and maintain high levels of customer satisfaction.
  • Training and Development: Assist in training and preparing call center representatives to respond to customer questions and complaints, troubleshoot problems, and provide positive, constructive feedback.
  • Performance Management: Complete evaluations of Customer Service Representatives, monitor calls, and provide coaching to improve team performance.
  • Operational Improvements: Work with the Contact Center Manager to identify operational improvements, opportunities for contact center efficiency, and inter-departmental partnerships.
Requirements
  • A high school diploma or GED with a minimum of one year of experience in phone-based customer service/call center required. Previous supervisor or management experience is preferred.
  • Must possess a high level of emotional intelligence and strong leadership and team building capabilities.
  • Ability to effectively present information and respond to questions from groups of managers, clients, carriers, and the general public.
  • Computer proficiency, including Microsoft Office Suite and Internet navigation, with excellent data entry and keyboarding skills.

Compensation: $19.47 per hour. We offer a generous benefit package, including health insurance, dental and vision insurance, retirement benefits, paid time off, paid holidays, mileage reimbursement, and many other employee-sponsored benefits.



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