Contact Center Manager
Posted on :
11-07-2024
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
- Team Management: Recruit, train, and develop a team of customer service representatives. Manage their performance, provide coaching and feedback, and create opportunities for professional growth.
- Operations Management: Oversee the contact center's daily operations, including scheduling, resource allocation, and workflow management. Identify and implement process improvements to enhance efficiency and productivity.
- Quality Assurance: Establish and maintain quality assurance standards for customer interactions. Monitor and evaluate the performance of the customer service team, and implement corrective actions as needed.
- Data Analysis and Reporting: Collect, analyze, and interpret contact center data, such as call volumes, average handling times, and customer satisfaction scores. Use this data to make informed decisions and drive continuous improvement.
- Budgeting and Resource Management: Manage the contact center's budget, including staffing, technology, and other operational costs. Ensure efficient use of resources and identify opportunities for cost savings.
- Collaboration and Stakeholder Management: Work closely with other departments, such as marketing, sales, and IT, to ensure seamless customer experiences. Communicate effectively with internal and external stakeholders to address their needs and concerns.
- Compliance and Risk Management: Ensure the contact center's operations are in compliance with relevant laws, regulations, and industry standards. Identify and mitigate potential risks to the business.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
