Contact Center Operations Manager

1 week ago


Norcross, Georgia, United States DH Pace Full time
Contact Center Operations Manager Job Description

DH Pace Company Inc. is seeking a highly skilled Contact Center Operations Manager to lead our customer service team in Atlanta, GA. As a key member of our organization, you will be responsible for overseeing the daily functions of the contact center, ensuring optimal performance and exceptional customer service.

Key Responsibilities:
  • Oversee Daily Operations: Ensure team performance meets customer satisfaction and company goals.
  • Lead and Develop Team: Mentor and motivate team members to retain top talent and support their growth.
  • Monitor KPIs: Track key performance indicators to ensure compliance, cost-effectiveness, and alignment with strategies.
  • Coach and Support: Use data and observations to provide feedback and support for quality performance.
  • Implement Best Practices & SOPs: Work with the team to ensure consistency, introduce operational improvements, and create and update customer service procedures.
  • Manage HR related Tasks: Oversee scheduling, attendance, hiring, training, and HR processes like onboarding and performance management.
  • Additional Tasks: Take on additional tasks and projects as assigned.
Requirements:
  • Education: Bachelor's degree or relevant work experience demonstrating equivalent qualifications.
  • Experience: A minimum of 5 years in customer service or contact center roles, with over 3 years of experience in a leadership or managerial position.
  • Skills: Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets, demonstrated experience in developing team members through effective coaching, actionable feedback, and direct leadership.
Why DH Pace?

DH Pace Company, Inc. is a privately owned organization with over 95 years of experience, 50+ locations in 24 states, and 2023 sales of $1 billion. We offer a comprehensive benefits package, including medical, dental, and vision options, paid time off, paid holidays, floating holidays, competitive compensation, and a 401k retirement plan with employer match.

We are an equal opportunity employer and welcome applications from diverse candidates. Successful completion of references, employment verifications, background checks, and drug screens are required in advance of hire.



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