Contact Center Manager - Columbia, SC

Job Description


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


  • 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
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Contact Center Manager - Columbia, SC

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