The Contact Center Manager is responsible for the overall operations of the contact center, including staffing, training, and performance management. They also work to ensure that the contact center meets all customer service and operational goals.

Education and Experience:

• Bachelor’s degree in business administration or a related field
• 5+ years of experience in a contact center management role
• Strong understanding of contact center operations and KPIs
• Proven ability to lead and motivate teams
• Excellent communication and interpersonal skills

Knowledge, Skills, and Abilities:

• Ability to develop and implement training programs
• Ability to manage and motivate a team of call center agents
• Ability to analyze data and identify areas for improvement
• Strong problem-solving and decision-making skills
• Excellent written and verbal communication skills
• Ability to work independently and as part of a team

Responsibilities:

• Oversee the day-to-day operations of the contact center
• Manage the staffing of the contact center
• Train and develop call center agents
• Monitor and improve call center performance
• Identify and resolve customer service issues
• Work with other departments to improve customer experience
• Stay up-to-date on contact center industry trends

Benefits:

• Competitive salary and benefits package
• Opportunity to work in a fast-paced and dynamic environment
• Chance to make a difference in the lives of customers
• Opportunity to grow and develop your career