Contact Center Operations Manager

September 18

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Jonas Software

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Enterprise Management Software • Club Management Software • Construction Software • Leisure Fitness & Sports • Attractions

1001 - 5000

Description

• Overall responsibility for our contact center team, including hiring, onboarding, scheduling, professional development, SLA attainment, quality assurance, and performance management. • Manage our contact center’s 3rd party relationships with technology vendors and BPOs, securing high-value, long-term partnerships that deliver lasting value for us and our clients. • Establish, monitor, report on, and improve our contact center metrics, from call volume and average handle time to first-time resolution rate and customer satisfaction. • Troubleshoot and handle escalations in a timely and professional manner. • Establish, maintain, and carry out a team engagement and incentive program to motivate employees and maintain a positive, enriching work environment. • Identify, create, plan, and implement new strategies, procedures, and operations to address inefficiencies and improve our service offering. • Stay up-to-date and train staff on our products and the latest contact center software technologies. • Be a vocal champion for our services, lending your expertise as needed to promote them to potential new clients.

Requirements

• Bachelor's degree or equivalent experience. • 5+ years of progressive experience in a contact center management role, including experience managing automated processes, call routing & predictive dialer tools, and quality assurance (preference will be given to those with Amazon Connect experience). • Strong understanding of contact center metrics and reporting tools. • Exceptional people skills, especially conflict resolution and performance management. • A demonstrated track record of leading, coaching, and developing a high-performance team. • Experience in hiring, training, performance management. • A passion for customer service and a willingness to become an expert on our products and services.