Contact Center Director
2 days ago
We are seeking a highly skilled Contact Center Manager to lead our team in delivering exceptional customer service and driving business results.
About the Role
The Contact Center Manager will be responsible for the daily operations of our contact center team, including hiring, coaching, and development to meet customer service standards and maximize efficiency. This role will design and implement processes by evaluating KPIs and operational data to ensure that expected business results are met.
Key Responsibilities
- Develop and lead a high-performing team to deliver exceptional customer service and support a strong career path.
- Work with stakeholders to audit curriculum, assist human resources, and ensure staffing is optimized.
- Drive process improvements and implement initiatives throughout the contact center and other departments.
- Monitor agent work performance and track KPIs to maximize team effectiveness and productivity.
- Partner with senior leadership to define and develop strategy.
Requirements
- Ability to develop leaders by coaching in ways that contribute to higher levels of accountability, performance, and conduct.
- Self-motivated and prioritize tasks in a fast-paced environment.
- Demonstrates ability to proactively partner with others to ensure the right people, processes, and structures are in place to support ongoing growth and development of the business.
- Demonstrates decisiveness and a sense of urgency to complete tasks through collaborative relationships.
- Embraces continuous process improvement and is a navigator in leading others through change in a positive way through teamwork.
- High energy, enthusiastic communication, and leadership style.
- Bachelor's or advanced degree, preferably in business-related studies.
- Three or more years of successful management experience, preferably in a customer-driven environment.
- Proficient in MS Office products and call center programs.
- Demonstrates financial acumen within the call center or hospitality industry.
What We Offer
We offer a comprehensive benefits package, including medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.
We invite you to visit our website at https://www.equitylifestyle.com for additional information regarding our exceptional resort communities.
As an Equal Opportunity Employer, we welcome and thank all applicants.
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