Contact Center Manager- Hybrid

KO Business Solutions is looking for a Contact Center Manager to join the team!

Key Responsibilities 

1. Team Leadership Lead motivate and develop a team of customer service representatives fostering a positive and supportive work environment Set performance goals conduct regular coaching sessions and provide constructive feedback to help team members achieve their full potential 
   

2. 
   

1. Performance Management Monitor and track key performance indicators (KPIs) such as average handling time first call resolution customer satisfaction scores and agent productivity Develop action plans to address performance gaps and improve overall team performance 
   

2. 
   

1. Contact Center Operations Oversee the daytoday operations of the contact center including call routing queue management and resource allocation to ensure optimal service levels are maintained at all times 
   

2. 
   

1. Training and Development Coordinate and conduct ongoing training sessions for customer service representatives to enhance their skills product knowledge and understanding of customer service best practices 
   

2. 
   

1. Quality Assurance Implement and maintain quality assurance programs to ensure adherence to company policies and procedures as well as compliance with industry regulations Conduct regular audits of customer interactions to identify areas for improvement 
   

2. 
   

1. Technology Management Collaborate with the IT department to ensure that the contact centers technology infrastructure is uptodate and functioning effectively Explore opportunities to leverage new technologies and tools to improve customer service and efficiency 
   

2. 
   

1. Customer Experience Improvement Work closely with other departments to gather customer feedback and insights identifying trends and areas for service improvement 
   

2. 
   

1. Reporting and Analytics Prepare and present regular reports on contact center performance including key metrics and trends to senior management Use datadriven insights to make informed decisions and drive continuous improvement 
   

2. 
   

1. Budget Management Manage the contact centers budget ensuring efficient use of resources while maintaining highquality service delivery 
   

1. Workforce Management Work with Director on developing and implementing contingency plans to handle unexpected spikes in call volume or customer inquiries ensuring minimal disruption to service 
   

2. 
   

1. Account Management Manage the daytoday interactions and communications with clients  Ensuring the client s needs are being met and addressing any concerns as they arise