Contact Center Operations Manager

Job Purpose:  Provide daily leadership, management and support to Contact Center team.  Primary Responsibilities Provide steady, dynamic leadership that develops and guides team members to deliver strong results Promote excellent customer service and satisfaction Develop objectives for Contact Center's daily activities Deliver results against a defined scope of work that includes measurable KPIs, strategic innovation, performance reporting, and staff development Develop, implement and maintain an effective Quality Assurance (QA) program Improve Contact Center operations through innovation, staff development, and performance monitoring Develop policy and procedures that align with departmental objectives and goals. Analyze and manage metrics and report statistical performance levels related to Call Center Develop measurable and effective performance standards and KPIs Maximize team performance through training, motivation and incentive programs Set team performance standards and goals to meet objectives and goals Manage staffing levels and scheduling to optimize performance Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow, delineation of duties and responsibilities, staffing levels and supervision, Ensure compliance with company and departmental guidelines and standards.   Experience & Skills Required: Bachelor's Degree preferred, or equivalent combination of education, training, and experience.  Minimum 7 years of Call Center/Contact Center management experience, Strong analytical and critical-thinking skills Working knowledge of Contact Center KPIs, staffing, scheduling, and reporting Exceptional ability to develop and manage results-oriented recruiting and training programs Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations, Exceptional interpersonal, written and oral communications skills - including statistical report writing, Computer Skills: Microsoft Office suite with advanced Excel Occasional travel to client meetings 18611
Salary Range: NA
Minimum Qualification
5 - 7 years

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Business operation Manager, Warehousing and Lo...
East Peoria, IL G&D Integrated Distribution, Inc.
Operation Manager Transportation PM
Des Plaines, IL Forward Air
Operations Manager - Elk Grove Village, IL
Elk Grove Village, IL Ceva Logistics U.S., Inc.
Business operation Manager, Warehousing & Logi...
Peoria, IL G&D Integrated Distribution, Inc.
Operations Manager (Inbound) - Wheeling IL
Wheeling, IL Holland, Inc
Service Center Manager
Des Plaines, IL Dayton Freight