Contact Center Manager

4 weeks ago

MagstattleBas, Grand Est, United States North End Teleservices Full time
Account Supervisor Opportunity

We are seeking a highly motivated and experienced Account Supervisor to join our team at North End Teleservices. As a key member of our government line of business, you will be responsible for supervising and managing multiple client programs, providing strategic and analytic insight to clients, and ensuring compliance with client deliverables and revenue.

Key Responsibilities:
  • Supervise and manage multiple client programs and/or programs exceeding 20 representatives.
  • Peer-to-peer advocacy on behalf of the clients.
  • Responsible for client communications, conflict resolution, and compliance on client deliverables and revenue.
  • Provides strategic and analytic insight to clients in regard to operational issues, solutions, and ways of improving business operations.
  • Has the ability to look across and manage across functional areas keeping abreast of status and issues and remaining proactive in supporting your clients.
  • Reviews all major deliverables to ensure quality standards and client expectations are met.
  • Ensures that client issues are dealt with in an efficient manner, informing the Operations Manager of any critical issues that may arise.
  • Assists in the management of the project team and functional department in order to maintain a continuous knowledge of project status.
Requirements:
  • Ability to think strategically.
  • Detail-oriented with a focus on process improvement.
  • Technical and process competence.
  • Motivated, self-directed, goal-oriented, persistent, and skilled internal and external negotiator.
  • High level of initiative and work well in a team environment.
  • Ability to guide and lead the team to achieve client goals.
  • Excellent written and oral communication skills.
  • Handles stressful situations and deadline pressures well.
  • Plans and carries out responsibilities with minimal direction.
  • The ability to identify and troubleshoot customer and program problems that exist and effectively resolve and/or communicate needed resolution/escalation.
  • Previous Contact Center supervisory experience.
  • Strong leadership and coaching ability.
  • Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with customers and co-workers.
  • Knowledge of Technology and Processes.
  • Ability to communicate KPIs effectively.
  • Strong Computer Skills with proficiencies in Excel and Word.
  • Previous experience in balancing staff motivation with accountability.
  • Good organization skills with the ability to multi-task.
  • Excellent command of the English language, and good use of grammar skills.
  • General knowledge of basic math skills, and ability to calculate percentages.
What We Offer:
  • A fast-paced and dynamic work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A collaborative and supportive team environment.
How to Apply:

If you are a motivated and experienced professional looking for a new challenge, please submit your application to North End Teleservices. We look forward to hearing from you

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