Contact Center Manager

Job Summary

Seeking an experienced Contact Center Manager, the full-time remote or hybrid position will lead daily operations of the Enterprise Solutions Contact Center, ensuring exceptional customer experiences while driving operational excellence and mentoring frontline supervisors and customer service teams.

Key responsibilities

• Lead day-to-day operations to achieve service level agreements (SLAs) and key performance indicators (KPIs)
• Provide coaching, mentoring, and performance management for supervisors and customer service representatives
• Develop and execute action plans to enhance customer satisfaction, operational efficiency, and employee performance

Required qualifications

• Bachelor's degree in Business Administration, Management, Communications, or a related field preferred
• Minimum of five (5) years of progressive Contact Center experience
• Minimum of three (3) years of leadership experience managing supervisors or customer service teams
• Demonstrated success in high-volume, multi-channel Contact Center operations
• Strong knowledge of Contact Center operations and workforce management principles