Contact Center Manager | Customer Service [COC0023220]
Core
Manage staff, budgets, and operational strategy for government and public services clients, focusing on human capital solutions and customer service delivery.
Role type
Senior Contact Center Manager (Contract/1099)
Builds
Operational support and service delivery for government clients (e.g., City of Charlotte)
Domain
Government and Public Services / Human Capital Solutions
Required skills
Strategic planning, leadership, data analysis, budget management, KPI monitoring, technology coordination, vendor relationship management, disaster recovery planning
Preferred skills
Multi-site operations management, professional and management development training
Technologies
Microsoft Office (Excel, Access, Outlook, PowerPoint, Word), Adobe Acrobat, data analytic tools, Visio
Responsibilities
Manage staff, budgets, and operational strategy; Monitor KPIs and implement improvements; Coordinate technology and system upgrades; Lead disaster recovery planning; Oversee vendor or outsourced partner relationships
Seniority
Senior, hands-on IC