25 days old

Contact Center Manager- Services

Atlanta, GA 30339
JobTitle: Contact Center Manager- Services
Job ID: 403019_en-us
Salary Range: 0.0- 0.0
Job Category: Management
Employment type: Full Time

Position Description:
Position Purpose:
The Contact Center Manager provides leadership to the centers operational workforce and is actively engaged in managing teams to drive effective operations, associate engagement, associate development, and excellent customer service. This role will drive exceptional service levels and operational improvements across the work groups. The Contact Center Manager provides direction and ongoing management of the center to include driving operational metrics, expense control, staffing, and quality. They are actively involved in building customer service enhancements and process improvements. They develop operating plans for delivering excellent customer service while exceeding quality standards and performance metrics. They are also responsible for leading and directing strategic initiatives that enable the center to continue meeting/exceeding KPIs. Responsible for driving and maintaining elevated performance and profitability through lead performance, project work and technology enhancements to increase productivity. Must develop recommendations, prioritize issues and develop solutions by meeting and working with a diverse group of people. Acts as the point person for Contact Center Supervisors and acts as the primary point of contact in the Contact Center Sr. Manager absence.

Major Tasks, Responsibilities & Key Accountabilities:
20% Customer Focus - Maintain and report on service level standards; Provide actionable insight to business partners and Contact Center leadership on customer trends and opportunities to drive lead improvement


10% Develops Talent - Responsible for appropriate selection, termination, performance management, and professional development of staff


25% Drives Engagement - Provide effective leadership, associate development and engagement, and lead a team that drives Contact Center performance towards achievement of quality standards and performance metrics; Ensure priorities align with objectives and goals


25% Ensures Accountability - Aggressively identify and address performance deficiencies by developing and executing performance improvement plans, training and coaching strategies


20% Plans & Aligns - Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness; This may involve project work and technology improvements

Nature and Scope:
This position typically reports to Contact Center Sr. Manager


This position has 3+ Direct Reports

Environmental Job Requirements:
Environment:
1. Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Travel:
No travel required.

Categories

Posted: 2022-04-29 Expires: 2022-05-29

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