Leader in Customer Experience
6 days ago
**Job Summary:**
We are seeking a highly skilled Contact Center Operations Manager to lead and oversee the day-to-day operations of our contact center. The ideal candidate will be responsible for ensuring that the contact center consistently meets client service level agreements (SLAs), enhances the overall customer experience, and drives team performance.
Responsibilities:- Operational Excellence: Manage the daily operations of the contact center to ensure optimal service delivery and client satisfaction.
- Develop and implement strategic plans to achieve or exceed operational goals and key performance indicators (KPIs).
- Collaborate with Workforce Management (WFM) to ensure optimal staffing levels and efficient scheduling.
- Analyze and monitor performance metrics to identify opportunities for improving operational efficiency and service quality.
- Lead, coach, and mentor supervisors and team leaders to foster high performance and engagement.
- Conduct regular performance reviews and provide actionable feedback to ensure continuous improvement.
- Implement action plans to enhance agent performance and meet service level targets.
- Foster a positive, collaborative work environment that encourages innovation, continuous learning, and employee development.
- Serve as the primary point of contact for clients regarding operational performance, updates, and issue resolution.
- Participate in client meetings and business reviews to discuss performance metrics, share updates, and solicit feedback.
- Build and maintain strong client relationships, ensuring customer satisfaction and fostering long-term partnerships.
- Oversee and manage the contact center's financial resources, ensuring effective allocation to meet financial objectives.
- Review financial reports to assess profitability and cost-effectiveness.
- Minimum 3-5 years of experience managing and coaching contact center teams of 100+ members.
- Proven experience in managing a contact center and leading first-line managers.
- Strong ability to drive improved performance across both sales and service teams.
- Excellent communication, engagement, and leadership skills.
- Results-oriented with a commitment to data-driven decision-making.
- Familiarity with call center management tools, including monitoring systems, coaching tools, and telecommunication technologies.
- Ability to thrive under pressure while maintaining high standards of service delivery.
- Fluent in spoken and written English.
- Proficient in MS Office suite (Excel, Word, PowerPoint, Outlook).
Seniority Level: Mid-Senior level
Employment Type: Full-time
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