Contact Center Manager

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Job description

Overview:

The Contact Center Manager shall be responsible for the overall execution and delivery of day-to-day operations, providing oversight and management of members of their team, ensuring a high level of customer service, quality and adherence to our Key Performance Indices. This position will serve as the primary point of contact for Client Account Director with the daily management of KPI's, people, processes, quality, and systems to meet agreed targets and budgets. This position will provide leadership to Team Leads and frontline support and is accountable for overseeing operational issues and developing resolutions to meet productivity, quality, and contractual objectives. This position is onsite/hrbrid position immediate opening, office location 767 S State Road 7, Margate, FL.

Responsibilities:
Interface with internal teams, department, and clients to ensure contractual obligations are met and client needs are satisfied.
Motivate and develop team members through coaching, feedback, and personal development to enhance performance delivery, meet contractual obligations and maximize staff retention.
Provide leadership, direct, develop and maintain team morale.
Ensure overall client satisfaction and respond to client for requests to support business reviews and proposals - present information clearly, professionally, and error-free
Partner with HR for onboarding, performance / behavioral issues and termination of employees, ensuring thorough, accurate and timely completion.
Partner with Quality Assurance and Training to ensure expectations are aligned.
Partner with Workforce Management to ensure reporting, forecasting and scheduling support SLAs, achieve intraday, daily, weekly, and monthly SLA targets.
Attend, manage or organize disciplinary procedures as required
Support and manage changes to services, policies, procedures, resources and facilities to positively and flexibly meet business requirements.
Regularly review the activities of team members to ensure utilization of the most effective and cost-efficient approach to provide customer service and meet contractual obligations
Work with management team to ensure compliance with company policy, state, and federal employment laws.
Qualifications:
5+ years management experience
Flexible, team player approach to work
Strong financial understanding
Initiative and drive to perform at a high level and motivate others.
Ability and experience related to developing others on a team.
Ability to build and maintain effective working relationships.
Experience in using Call Center tools such as Five9 and Verint Call Recording and Reporting
Experience in working with Workforce Management.
Proficient in call center metrics and how they drive performance.
Ability to communicate processes, recommend and implement change through internal teams.
Ability to manage multiple responsibilities while effectively focusing on priority issues.