Contact Center Manager
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Key skills for this role
About the Role
Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions. Monitor daily operations to ensure service levels, product.
Key Skills for This Role
Responsibilities
- Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions
- Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met
- Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness
- Ensure compliance with organizational policies and industry best practices
- Handle escalations and provide timely resolutions to ensure customer satisfaction
- Prepare and present performance reports and insights to management
- Implement process improvements to enhance operational efficiency and customer experience
- Support hiring, onboarding, and training of new agents
Requirements
- Experience leading a team of minimum 15 contact center agents
- Experience in handling inbound/outbound customer interactions
Full Job Posting
Key Responsibilities
- Lead, manage, and motivate a team of minimum 15 contact center agents handling inbound/outbound customer interactions.
- Monitor daily operations to ensure service levels, productivity, and quality standards are consistently met.
- Conduct regular performance reviews, coaching sessions, and feedback discussions to enhance team effectiveness.
- Ensure compliance with organizational policies and industry best practices.
- Handle escalations and provide timely resolutions to ensure customer satisfaction.
- Prepare and present performance reports and insights to management.
- Implement process improvements to enhance operational efficiency and customer experience.
- Support hiring, onboarding, and training of new agents.
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