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Contact Center Manager
2 months ago
We are seeking a highly skilled Customer Service Supervisor to oversee the day-to-day operations of our multi-channel contact center. The successful candidate will be responsible for ensuring that customer service metrics are met and that customers receive a positive, professional, and complete interaction with all team members.
Key Responsibilities- Directly accountable for individual team member performance, affecting overall contact center performance, department goals, and project objectives.
- Develop contact center staff through effective hiring, coaching, evaluative performance feedback, and guidance.
- Provide support to the customer service team to develop, coordinate, and implement process and quality improvements in the contact center environment.
- Assist in developing new initiatives and make recommendations for change, based on proactive and reactive business needs, focusing on improving communication, timing, and impact to the customer and employees in the contact center environment.
- Address assigned customer issues timely and effectively.
- Develop sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross-functional processes.
- Establish improved avenues of customer interaction and communication, utilizing existing or assisting on the development of new technology, programs, processes, and reporting.
- Accurately administer payroll functions.
- Proactively manage manual or automated workforce management and queue assignments, assuring staffing meets the demands of call volume.
- Education equivalent to an associate degree in business administration or management, or the equivalent in related work experience, demonstrating knowledge in problem resolution, call center management.
- Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements.
- Three or more years of experience in the supervision or management of a problem resolution call center environment, coupled with demonstrated experience in process improvement, project management, and quality assurance, and the ability to manage a remote workforce.
- Experience in the transportation industry preferred.
- Demonstrates good knowledge of Microsoft Office.
