Contact Center Leader
Core
Manage contact center team to ensure customer satisfaction, handle VIP complaints, and oversee executive performance and scheduling.
Role type
Contact Center Leader
Builds
Customer service operations and shipment delivery processes
Domain
Logistics / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, shift scheduling, KPI monitoring, quality assurance auditing, cross-functional communication, corrective action planning, customer retention strategies
Preferred skills
Training and coaching, process improvement, financial loss prevention
Technologies
Contact center KPIs and reporting tools
Responsibilities
Act as first line of contact for executive issues and VIP customer escalations; Conduct performance reviews and training sessions for executives; Monitor and document performance and tardiness results; Set quality and quantity targets for executives; Schedule and organize shift and break patterns; Monitor random calls and daily real-time performance; Manage call queues and service levels; Review customer feedback to improve service levels; Initiate strategies to improve center performance.
Seniority
Mid-level, hands-on IC
