Manager Contact Center

Role and Responsibilities:

Manage a team of contact center agents, providing coaching and feedback to improve performance

Monitor key performance metrics such as call volume, average handle time, first call resolution, etc. and identify opportunities for improvement

Create staffing plans and schedules that align with historical and predicted contact volumes

Develop schedules, forecasts, and budgets for the contact center to align with company goals

Keep up-to-date with contact center technology and tools and make recommendations for improvements

Ensure compliance with industry regulations and standards

Handle escalated issues from both customers and contact center agents

Requirements:

7+ years experience managing a high-volume contact center

Excellent leadership and people management skills

Strong analytical and problem-solving abilities

Knowledge of call center operations, technologies, and metrics

Data-driven mindset with ability to gather and analyze insights

Up-to-date on contact center best practices and innovations

Outstanding verbal and written communication skills

Bachelor's degree in business, communications or related field