Contact Center Operation Manager

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:

1. Manage and supervise a team of contact center agents, team leads, and supervisors, ensuring high levels of customer service and productivity.
2. Develop and implement strategies to improve operational efficiency and meet service level agreements.
3. Monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions, using the COPC corrective action approach.
4. Ensure adherence to company policies and procedures, including quality assurance standards.
5. Handle escalated customer inquiries or complex issues, ensuring prompt resolution.
6. Provide coaching and training to contact center agents to enhance their skills and performance.
7. Foster a positive work environment that encourages employee engagement, motivation, and retention.
8. Prepare and present reports on contact center performance to senior management.
9. Manage staffing levels, shift schedules, and resource allocation to meet customer demand effectively according to WFM schedule to maintain the Center KPI’s.
10. Manage contact center budget, including forecasting and cost control.
11. Drive initiatives to enhance the overall customer experience.
12. Stay updated with industry trends and best practices in contact center operations.

Skills and Requirements

1. Bachelor's degree in a relevant field.
2. Minimum 4 years as a Contact Center Operations Manager or similar role.
3. COPC, HPMT (High Performance Management Techniques) certificate preferred.
4. Excellent leadership and team management skills.
5. Strong analytical and problem-solving abilities.
6. Ability to work under pressure and meet tight deadlines.
7. Exceptional communication and interpersonal skills.
8. Proficient in contact center technologies and software.
9. Knowledge of industry best practices and trends in contact center operations.
10. Ability to develop and implement strategies to improve customer satisfaction and operational efficiency.