Job Description
- Job Description:
- Lead & Develop Teams by directly managing multiple Call Center Managers.
- Build a culture of accountability, collaboration, and high performance.
- Oversee all contact center KPIs, including telephony metrics and client performance metrics.
- Analyze trends and implement strategies to exceed performance targets.
- Partner with Workforce Management and Quality teams to optimize staffing and quality programs.
- Translate organizational goals into actionable plans for managers and frontline teams.
- Lead initiatives to enhance customer experience and client satisfaction.
- Ensure compliance with regulatory requirements and client contractual obligations.
- Deliver clear, actionable performance reports to senior leadership.
- Represent the contact center in cross-functional meetings and client discussions.
- Requirements:
- Bachelor’s degree in Business, Operations Management, or related field (Master’s preferred).
- 5+ years of leadership experience in a contact center environment, including 2+ years in operations management.
- Proven success managing large-scale or multi-site contact center operations.
- Strong analytical, leadership, and communication skills.
- Expertise in contact center technologies and performance management tools.
- Benefits:
- comprehensive medical, vision, dental, and life
- AD&D
- short-term and long-term disability insurance
- sleep care management
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- commuter benefits
- 401(k)
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- tuition assistance
- fifteen days Paid Time Off (PTO) in the first year
- 11 paid holidays plus 3 floating days
- 14 weeks of primary caregiver leave or two weeks of secondary caregiver leave
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