Contact Center Manager - Columbia, SC
Advertisement
 

Job Description

PURPOSE OF POSITION

Assist with the development, implementation and improvement of contact center day-to-day operations for inbound technical support and customer service support.
 

  • High level decision making, problem solving and project management
  • Verifying/Ensuring supervisor goals are being met
  • Ensuring project is functioning efficiently
  • Conduct weekly team meetings with supervisors to improve overall performance
  • Troubleshooting and escalating issues         
  • Assist in administering incentive plans/rewards system
  • Complete tasks delegated
  • Evaluate current sales environment, accountability systems, and advisors sales skills
  • Develop and implement strategies including scripting,training, customer experience    
  • Aid management in coaching sales skills to advisors   
  • Possess strong motivational skills; able to drive performance in all types of people   
  • Monitor and track current trends
  • Ability to work with Operations & Client Services in a professional and productive manner        
  • Thrives as a team player in a fast-paced, high-energy, change-oriented environment
  • Performs other related duties and assignments as required and as assigned   
  • Ensure all policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper management immediately .

Job Requirements

  • REQUIRED EXPERIENCE  

  • Minimum of two years of contact center management experience

  • Experience managing multiple programs concurrently is a plus

  • Experience with operating policies and work process improvements. 

  • Experience with strategic development and implementation

  • Excellent verbal and oral communication skills 

  • Must have High School Diploma or GED

  • Bachelor’s Degree preferred

  • 2 years contact center management experience

  • Excellent skills in Microsoft Word, Excel, PowerPoint, Project, and Outlook

  • Excellent verbal and written communication skills.

  • Must maintain a positive and professional attitude.

  • TRAVEL- Less than 10%

Job Snapshot

Employment Type Full-Time
Job Type Management, Customer Service, Information Technology
Education High School
Experience At least 3 year(s)
Manages Others Yes
Industry Telecommunications, Computer Software, Consumer Products
Required Travel Negligible
CareerBuilder Tip:
For your privacy and protection, when applying to a job online, never give your social security number to a prospective employer, provide credit card or bank account information, or perform any sort of monetary transaction. Learn more.

By applying to a job using CareerBuilder.com you are agreeing to comply with and be subject to the CareerBuilder.com Terms and Conditions for use of our website. To use our website, you must agree with the Terms and Conditions and both meet and comply with their provisions.

Contact Center Manager - Columbia, SC


Enter notes about this job:

Cancel