Senior Manager Contact Center

Job Summary

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

Key Responsibilities:

• Lead, train, and develop a team of Contact Center Representatives to provide exceptional service to clients
• Monitor department performance metrics and anticipate client needs to ensure key performance goals are met
• Identify trends and areas of opportunity, recommending and implementing continuous improvements to business processes and procedures

Qualifications:

• Minimum of five years of related work experience, with prior contact center management experience preferred
• Knowledge of Federal and State disability and leave laws such as FMLA or state leaves preferred
• Demonstrated ability to engage, retain, and develop talent
• Strong analytical, critical thinking, and decision-making skills
• High School degree required, college degree preferred