This position is responsible for monitoring and executing the day-to-day operations of the contact center teams and ensuring proper customer experience, first contact resolution, accuracy, and quality levels
Job Summary
This position is responsible for monitoring and executing the day-to-day operations of the contact center teams and ensuring proper customer experience, first contact resolution, accuracy, and quality levels.
The role involves analyzing production, quality, and cost information to identify challenges and provide recommendations for improvement while coaching administrative staff on call quality.
The position handles escalated customer calls to ease customer concerns and improve customer satisfaction and perception, working side-by-side with employees to provide instruction and assistance.
Matching Summary
This position is responsible for monitoring and executing the day-to-day operations of the contact center teams and ensuring proper customer experience, first contact resolution, accuracy, and quality levels.
Skills & Requirements
Must-have
Contact center operations management
Customer call quality coaching
Operational performance analysis
Performance evaluation and feedback
Customer issue resolution
Use of Microsoft Office Suite
Nice-to-have
Experience managing customer relationships
Experience supervising others
Process improvement identification
Team motivation and fostering teamwork
Remote work capability
Key Requirements
Bachelor’s Degree or International equivalent
Minimum of 2 years experience in help desk or customer service