Contact Center Operations Manager

1 week 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 solutions, ensuring seamless customer experiences and efficient issue resolution.

Key Responsibilities:
  • Subject Matter Expertise: Provide technical support and guidance to the team, ensuring they have the necessary knowledge to resolve complex issues.
  • Client Interaction: Regularly interact with clients, providing summaries and reports on issues and achievements, ensuring effective communication and relationship management.
  • Risk Management: Identify and mitigate potential risks, ensuring no unexpected escalations from clients and maintaining open communication with local management.
  • Tier 2/3 Support: Assist in operational activities and manage escalations, ensuring timely and effective issue resolution.
  • IVR/Voice Project Management: Lead and oversee IVR/Voice projects through design, build, testing, and deployment phases, ensuring successful project delivery.
  • Day-to-Day Operations: Manage day-to-day operations for Amazon Connect, AWS Connect Developer, RingCentral Unified Communication, AudioCodes SBC, and NICE/Verint Call Recording issues, ensuring smooth operations and minimal downtime.
  • Voice Network Deployment: Understand and manage voice network deployment models and devices, ensuring effective inventory management and network optimization.
  • Collaboration: Collaborate with third-party providers and internal teams to resolve telecommunication issues, ensuring project goals are met and customer satisfaction is maintained.
  • Project Documentation: Develop and maintain project documentation, including timelines, milestones, and progress reports, ensuring transparency and accountability.
Basic Qualifications:
  • Experience: Minimum of 7 years of experience in managing contact center solutions, with a proven track record of success.
  • Teamwork: Experience working with cross-functional and geographically diverse teams, with excellent communication and collaboration skills.
  • Flexibility: Willingness to work in shifts, with a flexible and adaptable approach to meet business needs.
  • Education: High School Diploma or GED required, with a focus on technical skills and knowledge.


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