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Call Center & Contact Center Professionals
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Job Description
- Req#: 442C0C9651
Employer Industry: Call Center and Contact Center Services
Why consider this job opportunity:
- Opportunity for career advancement with clear progression pathways toward senior leadership roles
- Comprehensive health care plan, including medical, dental, and vision coverage
- Retirement plan options, including 401k and IRA
- Paid time off for vacation, sick leave, and public holidays
- Supportive training and development programs to enhance your skills
- Flexible work arrangements, including on-site, hybrid, and remote options
What to Expect (Job Responsibilities):
- Lead and optimize day-to-day contact center operations across various communication channels
- Manage team leaders and supervisors, driving performance through coaching and structured scorecards
- Enhance customer experience metrics while balancing cost-to-serve and service levels
- Implement quality assurance frameworks and continuous improvement plans
- Partner with cross-functional stakeholders to execute operational initiatives and monitor key metrics
What is Required (Qualifications):
- High school diploma or GED required; associate or bachelor's degree in a related field preferred
- 5-12+ years of experience in call center environments, including 2-6+ years in a leadership role
- Proven skills in people leadership, coaching, and performance management
- Experience with KPI-driven operations management and continuous improvement methodologies
- Strong business communication skills and stakeholder management experience
How to Stand Out (Preferred Qualifications):
- Exposure to Lean/Six Sigma methodologies
- Familiarity with CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow
- Experience with contact center platforms and workforce management tools
- Proficiency in reporting and analytics tools (Excel/Google Sheets, BI tools)
- Ability to communicate professionally in multiple languages
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