Kansas Contact Center Manager

Job Summary

A company is looking for a Manager, Contact Center Operations.

Key Responsibilities

• Monitor interactions, workflow, and metrics to ensure adherence to performance, quality, and efficiency standards
• Collaborate with senior contact center operations employees to resolve complex issues and improve operational quality
• Manage daily operations of contact center teams, including planning, directing, and evaluating team performance

Required Qualifications

• Bachelor's degree and 5+ years of related experience, or equivalent experience
• 2+ years of supervisory experience preferred
• Prior knowledge and experience in managing contact center operations
• Experience in developing and approving training materials for team members
• Ability to manage policies, procedures, and compliance requirements