Contact Center Manager

Job Summary

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

Key Responsibilities

• Oversee day-to-day operations of Client Service Associates to meet goals and service level agreements
• Provide coaching and performance feedback to staff, ensuring efficient completion of client contacts and service requests
• Partner with team leaders to resolve complex client issues and ensure adherence to policies and procedures

Required Qualifications

• 7-10 years of significant industry experience in leadership or a related field
• Proven track record of developing and coaching high-performance service teams
• Experience measuring employee performance including coaching to call center metrics
• BA or BS preferred, with a focus on Business Management or equivalent experience
• Bilingual preferred but not required