Contact Center Manager

Job Summary

A company is looking for a Contact Center Manager who will oversee operations and team development to enhance customer satisfaction and efficiency.

Key Responsibilities

• Manage daily operations of the contact center and optimize member-impacting processes
• Develop strategies to improve productivity and member satisfaction
• Analyze performance metrics and generate reports for senior management

Required Qualifications

• 5+ years of contact center experience, with at least 3 years in a leadership role
• Proven track record of enhancing customer service performance
• Strong understanding of contact center technology and analytics
• Experience in training and developing contact center agents
• Ability to drive continuous improvement initiatives