Contact Center Service Leader
Job Summary
Leading a high-performing team of Contact Center Service Agents, the full-time Contact Center Service Performance Leader will drive customer satisfaction and service excellence while working remotely, utilizing operational data and quality insights to enhance performance and resolve customer inquiries effectively.
Key Responsibilities
- Lead and inspire the service team to meet customer satisfaction and performance targets
- Conduct regular coaching sessions to enhance agents' skills and service capabilities
- Monitor performance metrics and prepare reports to identify improvement opportunities
Required Qualifications
- 2+ years of previous contact center experience
- Previous leadership experience preferred
- Familiarity with Contact Center systems and performance metrics
- Genesys Cloud experience is a plus
- Proficient with Microsoft O365 and Salesforce preferred
Complete Job Description
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