Contact Center Manager

About Us:

HUKL Consultants OPC is a rapidly growing company committed to providing outstanding customer service and optimizing our operations to stay ahead of the competition. As we continue to expand, we are looking for a Contact Center Manager to lead our customer service operations and support cross-functional teams as we scale. This role is key to ensuring that our contact center runs smoothly while also enabling operational improvements across the business.

Position Overview:

We are seeking a Contact Center Manager with a strong operations management background to oversee and improve the day-to-day activities of our contact center. The ideal candidate will have a proven track record of managing customer service teams, optimizing processes, and collaborating with other operational teams to drive efficiency and support growth. You'll be responsible for leading our contact center to meet key performance metrics, while also assisting with broader operational initiatives to maintain our high standards of service.

Key Responsibilities:

• Contact Center Operations Leadership:
  
  Oversee the daily operations of the contact center, ensuring high levels of service quality, productivity, and customer satisfaction. Manage staff scheduling, call volume management, and ensure timely resolution of customer inquiries.
• Team Management & Development:
  
  Lead, coach, and mentor a team of contact center agents. Foster a positive, results-driven environment focused on performance, engagement, and professional growth. Conduct regular performance reviews and implement strategies to improve individual and team performance.
• Process Improvement & Optimization:
  
  Analyze contact center workflows, identify inefficiencies, and implement process improvements to enhance productivity and service delivery. Collaborate with other operational teams to streamline cross-functional processes.
• KPI Management & Reporting:
  
  Track key performance indicators (KPIs) for the contact center, including response times, customer satisfaction, and resolution rates. Prepare and present regular performance reports to leadership, highlighting trends and proposing actionable improvements.
• Cross-Functional Collaboration:
  
  Work closely with operations, sales, and other departments to ensure alignment between the contact center and broader organizational goals. Assist with operational projects that help scale the business and improve overall efficiency.
• Scalability & Growth Support:
  
  As the company grows, play a key role in scaling contact center operations by helping manage additional staff, optimizing technology, and maintaining high service levels. Provide support to other operations teams during periods of rapid growth.
• Technology & Tool Management:
  
  Ensure the contact center utilizes the latest tools and technologies to improve service quality and operational efficiency. Identify new tools or processes that could benefit the contact center and other teams.

Qualifications:

• Experience:

• 3+ years of experience in managing a contact center or customer service team, with a strong understanding of contact center metrics, workflows, and best practices.

• Proven experience in operations management, with a background in improving processes and driving performance improvements across teams.

• Leadership & People Skills:

• Strong leadership abilities with experience in managing and developing teams.

• Excellent communication skills, both verbal and written, with the ability to engage and motivate staff while collaborating with leadership teams.

• Analytical & Problem-Solving Skills:

• Ability to assess data and performance metrics, identify trends, and use insights to improve team performance and customer satisfaction.

• Proven track record of resolving operational challenges in a fast-paced environment.

• Technology Proficiency:

• Familiarity with contact center platforms, CRM tools, and workforce management software.

• Comfortable using data analytics tools to track performance and drive continuous improvement.

Nice to Have:

• Experience managing a multi-channel contact center (e.g., phone, email, chat).
• Background in Lean Six Sigma or other process improvement methodologies.
• Project management experience, particularly in operational or customer service environments.