Contact Center Manager - SOURC02404

We are looking for an experienced Contact Center Manager to oversee daily contact center operations, ensure high-quality customer service, and achieve operational and performance targets.

Key Responsibilities:

• Manage daily contact center operations and ensure smooth service delivery.
• Monitor KPIs, SLAs, productivity, quality, and customer satisfaction.
• Lead, coach, and develop contact center teams and supervisors.
• Manage escalations and ensure timely resolution of customer issues.
• Prepare and review operational reports and performance dashboards.
• Identify opportunities to improve processes, efficiency, and customer experience.
• Coordinate with internal teams and stakeholders to achieve business objectives.

Requirements:

• Bachelor’s degree in Business Administration or a related field.
• 1+ years of experience in Contact Center or Customer Service operations, including management experience.
• Strong knowledge of contact center KPIs, SLAs, and quality standards.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical and reporting skills.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with CRM and contact center systems is preferred.