The role involves leading a team of solution center representatives to achieve performance and quality goals while fostering a positive work environment
Job Summary
The role involves leading a team of solution center representatives to achieve performance and quality goals while fostering a positive work environment.
Candidates will oversee day-to-day operations, manage key performance indicators like service levels and customer satisfaction, and partner with workforce management for staffing optimization.
The position requires developing and executing strategies aligned with agency objectives while ensuring compliance with policies and data security standards.
Matching Summary
The role involves leading a team of solution center representatives to achieve performance and quality goals while fostering a positive work environment.
Skills & Requirements
Must-have
5-7 years contact center leadership experience
Bachelor's degree in Business or Management
Experience with workforce management tools
Proven ability to drive performance through coaching
Knowledge of CRM systems and contact center technologies
Nice-to-have
Strong leadership and interpersonal skills
Ability to analyze data for strategic decisions
Foster inclusive high-performance work environment
Experience with change management initiatives
Key Requirements
Bachelor's degree in Business Administration or equivalent
5-7 years of relevant contact center leadership experience
Physical presence required 3 days per week in Harrisburg, PA