Contact Center Operations Manager

2 days ago


Bloomington, Illinois, United States Axiom Global Technologies Full time
Job Title: Contact Center Lead

At Axiom Global Technologies, we are seeking a highly skilled Contact Center Lead to join our team. As a key member of our operations team, you will be responsible for leading and managing our contact center operations, ensuring seamless customer experiences, and driving business growth.

Key Responsibilities:
  • Technical Expertise: Provide subject matter expertise to support the team in resolving technical issues related to contact center solutions, including Amazon Connect, AWS Connect Developer, RingCentral Unified Communication, AudioCodes SBC, and NICE/Verint Call Recording.
  • Client Interaction: Regularly interact with clients to provide summaries and reports on issues and achievements, ensuring effective communication and issue resolution.
  • Risk Management: Identify and mitigate potential risks, ensuring no unexpected escalations from clients, and keeping local management informed of any potential issues.
  • Support and Escalation: Assist in Tier 2/3 support for operational activities and manage escalations, ensuring timely resolution of issues.
  • Project Management: Lead and oversee IVR/Voice projects through design, build, testing, and deployment phases, ensuring successful project delivery.
  • Inventory Management: Oversee voice/network inventory management, ensuring all deployed devices are added to the appropriate network management systems.
  • Collaboration: Collaborate with third-party providers and internal teams to resolve telecommunication issues and ensure project goals are met.
  • Documentation: Develop and maintain project documentation, including timelines, milestones, and progress reports.
Basic Qualifications:
  • Experience: Minimum of 7 years of experience in managing contact center solutions.
  • Teamwork: Experience working with cross-functional and geographically diverse teams.
  • Flexibility: Willingness to work in shifts.
  • Education: High School Diploma or GED required.


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