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Contact Center Operations Manager

2 months ago

Newtown, Pennsylvania, United States Syneos Health inVentiv Health Commercial LLC Full time
Job Summary

We are seeking a highly skilled and experienced Contact Center Manager to join our team at Syneos Health. As a key member of our commercial operations team, you will be responsible for overseeing the day-to-day operations of our Engagement Center programs, ensuring seamless execution and exceptional customer service.

Key Responsibilities
  • Lead and manage a team of customer service representatives, providing guidance, coaching, and support to ensure they meet or exceed performance expectations.
  • Develop and implement effective training programs to enhance representative skills and knowledge, resulting in improved customer satisfaction and loyalty.
  • Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement data-driven solutions to drive business growth.
  • Collaborate with cross-functional teams to ensure alignment and effective communication, resulting in seamless program execution and customer satisfaction.
  • Stay up-to-date with industry trends, best practices, and regulatory requirements to ensure compliance and continuous improvement.
Requirements
  • Bachelor's degree in a related field, such as business administration, communications, or a related field.
  • Minimum 3 years of supervisory experience in a call center or customer service environment.
  • Proven track record of success in leading high-performing teams, driving business growth, and improving customer satisfaction.
  • Excellent communication, coaching, and leadership skills, with the ability to motivate and inspire team members.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
Preferred Qualifications
  • Experience with call center software and technology, including CRM systems and analytics tools.
  • Knowledge of industry trends, best practices, and regulatory requirements.
  • Ability to work in a fast-paced environment, with multiple priorities and deadlines.

We offer a competitive compensation package, including a base salary, bonus structure, and comprehensive benefits. If you are a motivated and results-driven professional with a passion for customer service and leadership, we encourage you to apply for this exciting opportunity.