Contact Center Manager

Job Summary

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

Key Responsibilities

• Oversee daily operations of Client Service Associates to meet team goals and service level agreements
• Provide coaching and performance feedback to staff while managing complex client issues and escalations
• Ensure compliance with policies and procedures, driving continuous process improvements within the organization

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 against call center metrics
• BA or BS preferred, with a focus on Business Management or equivalent experience
• Bilingual preferred but not required