Contact Center Manager

Job Summary

A company is looking for a Contact Center Manager to lead a team of agents in delivering excellent service across multiple channels.

Key Responsibilities

• Lead, coach, and develop agents, including hiring, onboarding, and performance management
• Monitor operations in real-time, adjust staffing, and handle escalations
• Manage schedules, quality assurance programs, and analyze performance to drive improvements

Qualifications

• 5+ years of experience in a contact center, with at least 2 years in a leadership role
• Proven ability to meet service KPIs and enhance team performance
• Familiarity with the Five9 platform and strong analytical skills
• Organized and effective in change management
• Preferred experience with workforce management and quality assurance design