Job Description
Description
A Contact Center Operations Manager is responsible for overseeing the day-to-day operations of a contact center, ensuring that all service level agreements and performance metrics are met. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of contact center operations. The ideal candidate will have experience in managing a team of contact center agents, optimizing processes, and implementing strategies to improve customer satisfaction and operational efficiency.
Responsibilities:
- Manage and supervise a team of contact center agents, team leads, and supervisors, and ensuring high levels of customer service and productivity
- Develop and implement strategies to improve operational efficiency and meet service level agreements
- Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, and analyze the outcome and take the proper actions using COPC corrective action approach
- Ensure adherence to company policies and procedures, including quality assurance standards
- Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
- Provide coaching and training to contact center agents to enhance their skills and performance
- Foster a positive work environment that encourages employee engagement, motivation, and retention.
- Prepare and present reports on contact center performance to senior management
- Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI’s.
- Manage contact center budget, including forecasting and cost control
- Drive initiatives to enhance the overall customer experience
- Stay updated with industry trends and best practices in contact center operations.
