Contact Center Operations Manager

Job Summary

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

Key Responsibilities

• Monitors interactions, workflow, and metrics to ensure adherence to performance, quality, and efficiency standards
• Collaborates with senior contact center operations employees to resolve complex issues and improve operational performance
• Manages daily operations of contact center teams, including planning, directing, and evaluating team performance

Required Qualifications

• Bachelor's degree and 5+ years of related experience or equivalent experience
• 2+ years of supervisory experience preferred
• Knowledge of contact center operational processes and compliance requirements
• Experience in developing training materials and programs for staff
• Ability to analyze performance reports and develop strategic improvements