About the position
Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support. This position is 100% work at home. While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship.
Responsibilities
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
• Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
• Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.
• Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.
• Thrive as a team player in a fast-paced, high-energy, change-oriented environment.
• Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client
• Performs 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 with excellent TOPS implementation skills
• Experience managing programs with varying service objectives, agent skill requirements and technical solutions.
• Strong verbal, listening, and written communications skills required
• Excellent attendance history is required.
• Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions
• Minimum of two years of call center management experience.
• Excellent verbal and oral communication skills.
Nice-to-haves
• Some travel may be required
• Experience managing multiple programs concurrently is a plus.
• Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy
Benefits
• Comprehensive health benefits, which may include medical, vision, and dental.
• Employment Assistance Programs
• Health and personal time off (HPT)
• Leave programs
• Competitive 401(K) plans
• Life insurance
• Supplemental medical coverage
• Critical care insurance
• Pet insurance
• FSA plans
• Retailer discounts