Manager, Contact Center Operations

The Manager of our Contact Center Operations plans and implements call center strategies and operations, improving systems and processes, new project development, assisting in and developing policies and procedures to meet specific goals, managing staff, and overseeing daily operations and staffing within our business development center. This role also focuses on problem solving, account relations, coaching and mentoring to ensure teams and individuals are meeting their production and service metrics. A successful Manager will bring change management experience and strong people and process leadership skills to the team.

Responsibilities:
- Direct, administer and control the day-to-day operations and activities of the assigned team/customer account.
- Ensure compliance with new and existing guidelines and procedures to provide high quality service and outstanding customer care.
- Active Role by promoting the implementation and delivery of company initiatives and strategies, including partnering with Dev to ensure successful deployments.
- Provide ongoing feedback in the form of coaching, correction action plans, performance evaluations and the development of SMART goals.
- Accountable to meet or exceed all queue performance objectives to optimize the customer experience.
- Promote and foster a positive work environment by encouraging communication and collaboration among the team.
- Ensure effective communication within the Center and with key stakeholders outside of the operations (cascade relevant/important messages)
- Take an active role in driving operational improvements in the Center by identifying and implementing opportunities.
- Partner with Account Management to ensure we are actively working to improve the customer experience and reduce churn.
- Collaborate with the HR team to maximize the recruitment strategy and manage staffing requirements.
- Support and assist in the recruitment and onboarding process including suggesting refinements.
- Participates in existing/potential client meetings where required.