Manager, Contact Center Operations

This is a fully remote position, open to applicants in District of Columbia, +4 more states.

📋 Description

• Oversee the daily tactical management and implementation of a Tier 1 contact center that supports multiple clients’ loyalty program customers through phone, email, and chat.

• Convert organizational strategic objectives into actionable deliverables.

• Provide support, coaching, and constructive feedback to the supervisory team.

• Ensure that service levels and customer satisfaction targets are consistently achieved.

• Acquire and maintain knowledge of client loyalty program guidelines.

• Fulfill client service-level and customer satisfaction standards.

• Act as a resource for team inquiries and support.

• Facilitate call, email, and chat calibration sessions alongside the supervisory team.

• Set short-, mid-, and long-term performance targets with supervisory staff.

• Enhance supervisor skill sets and prepare staff for future opportunities.

• Manage queue service levels and agent scheduling.

• De-escalate customer issues through effective communication and problem-solving strategies.

• Ensure compliance with company policies and procedures.

• Partner with internal and external customers and clients to identify and address trends and emerging challenges.

• Foster team morale through daily interactions with agents.

• Create and present reports on center activities.

⛳️ Requirements

• Prior experience in a small contact center and a fast-paced growth environment.

• Advanced computer proficiency with strong skills in Microsoft Excel, Word, and PowerPoint.

• Ability to adapt to changes in work processes and environments.

• Strong multitasking abilities and capacity to manage deadlines effectively.

• Capability to make swift decisions under pressure.

• High emotional intelligence and a strong customer-centric service approach.

• Excellent problem-solving skills and the ability to mentor supervisory staff.

• Outstanding verbal, written, and listening communication skills.

• High level of accuracy and attention to detail.

• Proficient in delivering coaching and feedback effectively.

• Ability to analyze multiple reports for trend identification and make informed decisions based on various data points.

• Familiarity with workforce management teams and their responsibilities within a contact center.

• Minimum of 2 years of college education; degree preferred.

• 4–6 years of relevant experience in a related field.

🏝️ Benefits

• Flexible Time Off.

• Nine Company-Wide Holidays.

• A comprehensive benefits package focusing on growth, development, and personal well-being.

• A flexible work environment, including remote work options.

• Opportunities for periodic travel to collaborate with teams, engage with customers, participate in training, and attend company events.