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Call Center & Contact Center Professionals
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Job Description
- Req#: 1EE5827731
Employer Industry: Call Center and Customer Service
Why consider this job opportunity:
- Opportunity for career advancement with clear progression pathways to senior leadership roles
- Comprehensive health care plan including medical, dental, and vision coverage
- Retirement plan options available (401k, 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 daily contact center operations across various communication channels
- Manage team leaders and drive performance through coaching and structured KPIs
- Enhance customer experience metrics while balancing service levels and costs
- Oversee training and onboarding programs while maintaining knowledge management standards
- Monitor and report on operational metrics and present actionable plans
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/contact center environments, with 2-6+ years in leadership roles
- Strong skills in people leadership, coaching, and performance management
- Familiarity with KPI-driven operations management and continuous improvement methodologies
- Professional proficiency in English; additional languages are a plus
How to Stand Out (Preferred Qualifications):
- Experience with Lean/Six Sigma methodologies
- Proficiency in CRM and ticketing platforms such as Salesforce or Zendesk
- Knowledge of contact center technologies and analytics tools
- Experience in workforce management fundamentals like forecasting and scheduling
- Strong business communication and stakeholder management skills
#CallCenterJobs #CustomerService #CareerGrowth #FlexibleWork #TrainingAndDevelopment
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