Contact Center Operations Manager
1 week ago
DH Pace Company Inc. is seeking a highly skilled Contact Center Operations Manager to oversee the daily functions of our contact center in Atlanta, GA. As a key member of our team, you will be responsible for 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.
- 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.
DH Pace Company, Inc. is a privately owned company with over 95 years of experience, 50+ locations in 24 states, and 2023 sales of $1 billion. We offer a comprehensive range of door and door-related products, including commercial security integration.
Benefits- Medical, Dental, and Vision Options: Available on the 1st day of the month following your start date.
- Paid Time Off Plan: 13 days accrued annually during your 1st year, 16 days accrued during your 2nd year.
- Paid Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.
- Floating Holidays: Up to 2 floating holidays per year.
- Competitive Compensation: Including annual performance evaluations.
- 401k Retirement Plan: Including an employer match.
- Company Paid Benefits: Life insurance, short-term disability, and long-term disability.
- And More: Additional benefits available.
DH Pace Company, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment and promoting diversity, equity, and inclusion in all aspects of our business.
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