Manager, Contact Center

What will your job look like?

The Manager, Contact Center (CC) is responsible for overseeing the daily operations of a high-volume Contact Center (CC) providing expertise and customer service support to contact center staff.  The Manager, Contact Center (CC) will ensure that production, quality and contract standards are met through monitoring service levels, consumer satisfaction, client satisfaction, and compliance of protocols and procedures.   

This position is located on-site in Norton, VA.

What you’ll do:


* Provide leadership and management of direct and non-direct reports 


* Meet/exceed Contact Center performance expectations and goals  


* Meet Contact Center and financial objectives by estimating requirements, preparing an annual budget and analyzing variances 


* Work with the Operations team to ensure Contact Center team members are setting the most appropriate, lowest cost mode of transportation, leveraging public transit and gas mileage reimbursement to the fullest extent possible  


* In collaboration with internal and external partners, ensure effective processes are in place and in line with Corporate processes and goals  


* Analyze statistical Contact Center data, as well as Dispatch data and work with Workforce Management to determine areas of opportunity to prevent Corrective Action Plans 


* Oversee team staffing levels and partner with People & Culture to help support recruitment efforts, as needed  


* Oversee the completion of various tasks assigned to Contact Center staff    


* Host regular meetings with staff to discuss performance results, opportunities, create action plans, and promote teamwork 


* Drive accountability on process improvements that are needed to reduce complaints and maximize operational efficiencies 


* Provide support on special projects, as needed 

What you’ll need:

Experience, Education & Certifications:


* High school diploma or G.E.D.

equivalent  


* 5+ years of previous leadership or supervisory experience required, or equivalent related experience; at least 3 of those years in a leadership role within a Contact Center  


* Experience in coaching, mentoring and fostering a positive work environment 


* Experience communicating in a digital setting with all levels of employees 


* Experience with recruiting, hiring and discipline management  

Skills:


* Strong leadership, mentoring and coaching skills 


* Tech savvy with the ability to learn how to troubleshoot technical issues while navigating multiple systems 


* Maintain a strong knowledge of products and services 


* Efficiently executes tasks to achieve desired results 


* Strong analytical and strategic planning skills 


* Strong presentation skills; can speak across various forums and communicate to all levels of employees 


* Strong organizational skills 
...