Customer Contact Center Manager
Core
Lead day-to-day operations of a Contact Center to ensure delivery against team and departmental goals, driving employee engagement and maintaining compliance.
Role type
Senior Contact Center Manager
Builds
Contact Center operations and service delivery
Domain
Financial services / Customer support
Deliverable
Dashboards & analysis
Required skills
Operational management, talent development, regulatory compliance, strategic planning, performance management, budget management
Preferred skills
Contact center operations leadership, process improvement, regulated financial services experience
Technologies
Call queue monitoring systems, performance management tools
Responsibilities
Manage daily Contact Center operations, drive employee engagement and career growth, lead hiring and performance reviews, ensure regulatory compliance, execute strategic initiatives to improve processes, monitor call queues for service levels, manage department budget
Seniority
Senior, hands-on IC
