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Contact Center Operations Manager
2 months ago
Job Summary:
We are seeking an experienced and accomplished Contact Center Operations Manager to lead and oversee the entire operation of our high-volume Customer Care Center (CCC). The ideal candidate will have a proven track record of successfully managing a contact center with 50+ employees, ensuring exceptional customer service, optimizing operational efficiency, and driving strategic initiatives to elevate overall performance.
Key Responsibilities:
- Leadership & Management:
- Lead, mentor, and develop a large team of contact center managers, supervisors, and agents to achieve and exceed performance goals.
- Direct the strategic planning and execution of contact center operations to meet organizational objectives.
- Foster a positive and collaborative work environment that promotes high levels of employee engagement, retention, and professional growth.
- Implement best practices for workforce management, training, quality assurance, and employee development, with a focus on continuous improvement.
- Prepare and present regular reports to senior management on the CCC's performance, challenges, and achievements, providing actionable insights and recommendations.
- Operational Efficiency:
- Oversee the daily operations of the CCC, ensuring that all KPIs, including response times, customer satisfaction, and resolution rates, are consistently met or exceeded.
- Analyze operational data and reports to identify trends, areas for improvement, and opportunities for innovation.
- Develop and implement strategies to optimize operational efficiency, streamline processes, manage budget and reduce costs without compromising service quality.
- Ensure compliance with all relevant regulations, company policies, and procedures, maintaining the highest standards of operational integrity.
- Customer Experience:
- Ensure that all customer interactions are handled in a timely, professional, and courteous manner, with a strong focus on enhancing the customer experience.
- Collaborate with other departments to address and resolve complex customer issues, ensuring a seamless and positive customer journey.
- Drive continuous improvement initiatives to elevate the overall customer experience, leveraging feedback and industry best practices.
Requirements:
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 7-10 years of experience in a contact center environment, with at least 3-5 years in a senior leadership role managing large teams (50+ employees).
- Demonstrated success in leading and scaling contact center operations, driving significant improvements in customer service and operational efficiency.
- Strong analytical skills with the ability to interpret complex data, make informed decisions, and implement effective solutions.
- Exceptional communication, leadership, and interpersonal skills, with the ability to inspire and lead large, diverse teams.
- Proficiency in contact center software, CRM systems, and workforce management tools.
- Experience with budget management, financial planning, and strategic resource allocation.
Compensation: $90,000.00 - $100,000.00 per year
