Employee Resource Center Manager

Job Summary

A company is looking for an Employee Resource Center (ERC) Manager to lead their team in delivering exceptional service.

Key Responsibilities

• Oversee day-to-day operations of the ERC, managing inbound calls, emails, and digital inquiries
• Establish and monitor service level agreements (SLAs), KPIs, and performance metrics for service delivery
• Develop and implement operational processes and best practices to enhance efficiency and quality

Required Qualifications

• 3-5 years of contact center leadership experience or service operations in a service organization
• Proficiency with contact center technologies (e.g., CRM systems, ticketing software)
• Strong leadership skills to inspire and develop a high-performing team
• Analytical skills, including proficiency in Excel for data analysis
• Demonstrated success in meeting SLAs and operational performance targets