Contact Call Center Manager - 172484

Responsibilities: of the Contact Call Center Manager: • Manage day-to-day operations of a contact/call center supporting inbound and outbound customer interactions. • Lead, coach, and develop supervisors and agents to achieve performance, quality, and customer satisfaction goals. • Monitor and analyze key performance indicators including AHT, SLAs, QA scores, CSAT, and staffing levels. • Partner with workforce management to ensure proper scheduling, forecasting, and resource utilization. • Implement process improvements to enhance efficiency, service quality, and employee engagement. • Handle escalated customer issues and ensure timely and effective resolution. • Collaborate with cross-functional teams including training, quality, and operations leadership. • Ensure compliance with company policies, procedures, and regulatory requirements. Qualifications: of the Contact Call Center Manager: • 5+ years of experience in a contact center or call center leadership role. • Proven experience managing supervisors and/or large teams of customer service representatives. • Strong knowledge of call center metrics, reporting, and performance management. • Excellent communication, coaching, and conflict resolution skills. • Experience working in a hybrid environment with onsite leadership responsibilities. • Proficiency with contact center technologies and CRM platforms.