Job Description:
• Assist with the development, implementation, and improvement of contact center day-to-day operations for inbound technical support and customer service support
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote employee morale
• Manage compliance and reporting for center operations, including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, and related metrics
• Oversee day-to-day contact center operations and business planning
• Ensure staff safety, physical site security, human resource development, operational efficiency, and service quality excellence
• Promote high standards of ethical and professional conduct through demonstrated individual performance
• Liaise with Account Management, Quality Assurance, Training, Recruiting, WFM, IT, and the client
• Perform other related duties and assignments as required
Requirements:
• Bachelor's degree from an accredited college or university or equivalent work experience
• Two to three years of contact center management experience
• Currently a supervisor or above
• Excellent TOPS implementation skills
• Experience managing programs with varying service objectives, agent skill requirements, and technical solutions
• Strong verbal, listening, and written communication skills
• Excellent attendance history
• Some travel may be required
• Proficiency in Microsoft Office, including extended Outlook functions and complex Excel functions
• Minimum of two years of call center management experience
• Experience managing multiple programs concurrently is a plus
• Experience with strategic development and implementation of operating policies, procedures, and work process improvements
• Must be located within the US
• Must be eligible to work in the US without sponsorship
Benefits:
• Comprehensive health benefits, which may include medical, vision, and dental
• Mental health and well-being resources
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs as eligible
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts
• Career advancement opportunities
• Inclusive and diverse workplace culture
• Support for active-duty service members, veterans, and military families