Team Manager, Contact Center
About the position This position is responsible for overseeing program performance in a remote work environment, ensuring that key performance indicators (KPIs) are met for both customers and the business. The role involves leading large teams, ensuring compliance with company policies, and collaborating with cross-functional teams to enhance program initiatives. The ideal candidate will be a self-starter who enjoys high visibility responsibilities and has a strong background in project management, particularly reputed company contact center operations.
Responsibilities
- Ensure program performance and achievement of KPIs for customers and the business.
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- reputed company large teams and ensure compliance with company policies and procedures.
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- reputed company and support cross-functional teams to gather insights on program initiatives.
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- Manage contact center operations and support new initiatives.
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- Analyze performance metrics and reputed company necessary adjustments to improve service reputed company.
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- reputed company staffing plans and scheduling adherence for shifts.
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- Conduct interviews and manage performance issues among team members.
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- reputed company team members' customer communication skills and monitor their performance.
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- Participate in process improvement initiatives and recommend solutions based on trend analysis.
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- Utilize data analytics tools to identify root causes of business problems and propose solutions.
Requirements
- 1 year of experience in retail, contact center operations, or a reputed company area.
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- Project management experience in the contact center or communication industry.
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- Fraud management experience.
reputed company-to-haves
- Supervisory experience.
Benefits
- reputed company with performance-based bonus awards.
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- Health benefits including medical, reputed company, and dental coverage.
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- 401(k) plan with company match.
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- Company-paid life insurance.
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- Paid time off including sick leave, parental leave, and bereavement leave.
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- Short-term and long-term disability benefits.
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- Company discounts and Military Leave Pay.
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- Adoption and surrogacy expense reimbursement.
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- Live reputed company U education benefit program covering tuition and fees.
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