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Michelle Louden
Contact Center Manager
Posted: 09/20/2024
2024-09-20
2024-11-10
Employment Type:
Direct Hire
Job Category: Customer Service
Job Number: 20275
Earning Potential: $60,000-$75,000
Job Description
JOB ID 20275 – Contact Center Manager
Location: St. Petersburg, 33701 – This position is onsite
Pay: $60,000 to $75,000 depending upon experience
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
As our Contact Center Manager, you will play a pivotal role in scaling our operations and driving team success. Your responsibilities will include:
This role is an opportunity to make a significant impact in a dynamic environment as we expand our team from 100 to 500 agents. If you’re ready to lead and inspire, we’d love to hear from you!
Nice to have:
Requirements:
Location: St. Petersburg, 33701 – This position is onsite
Pay: $60,000 to $75,000 depending upon experience
Type: Direct hire
Schedule: M-F, 8:00 AM to 5:00 PM EST
Job description:
As our Contact Center Manager, you will play a pivotal role in scaling our operations and driving team success. Your responsibilities will include:
- Strategic Leadership: Develop and implement innovative strategies to enhance operational efficiency and productivity across the contact center.
- Performance Management: Monitor and communicate key performance indicators (KPIs) to your teams, manage budgets effectively, and forecast resource needs to achieve sales goals.
- Culture Champion: Foster a positive and collaborative work environment, promoting a culture of excellence and team spirit among all agents.
- Change Management: Lead and embrace change initiatives, utilizing feedback as a tool for continuous improvement and positive transformation.
- Collaboration with HR: Work closely with the Human Resources Department to strategize and execute recruitment, hiring, training, and development programs for in-house and remote agents.
- Team Development: Identify training needs and facilitate ongoing professional development opportunities to ensure team members are equipped to excel.
- Performance Improvement: Analyze performance data to identify trends and implement actionable plans for improvement, ensuring that team objectives align with overall company goals.
- Stakeholder Engagement: Collaborate with other departments and stakeholders to drive overall success and maintain alignment across teams.
- Customer Experience Oversight: Ensure that customer interactions meet high standards of quality and satisfaction, leading efforts to improve the customer experience.
This role is an opportunity to make a significant impact in a dynamic environment as we expand our team from 100 to 500 agents. If you’re ready to lead and inspire, we’d love to hear from you!
Nice to have:
- Outbound
- Medical
Requirements:
- Must have (3)+ years of call center operations management
- Must have strong analytical skills with proven track record of improving results
- High school diploma or equivalent required
- Background check required
Meet Your Recruiter
Michelle Louden
Senior Director of Client Services
Hi, I’m Michelle, Senior Director of Client Services. I look forward to connecting with you on your job search.