Manager, Contact Center Operations
K
KobieLoyalty Marketing
St. Petersburg, Florida / Chicago, Illinois / Dallas, Texas / Atlanta Georgia / Washington, D.C. / Nashville, Tennessee / Indianapolis, IndianaFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 4-6 years of related, relevant experience
- Required Skills
- Data AnalysisMicrosoft ExcelCustomer servicePowerPointCoaching
Requirements
- 4-6 years of related, relevant contact center experience.
- At least 2 years of college education; degree preferred.
- Advanced expertise in Microsoft Excel, Word, and PowerPoint.
- Experience working in a small contact center and fast-moving growth environment.
- Advanced emotional intelligence and customer-centric service orientation.
- Strong ability to multitask and meet deadlines.
- Excellent problem-solving ability and coaching/feedback delivery skills.
- Ability to evaluate multiple reports for trend patterns.
- Knowledge of WFM teams and responsibilities.
- Ability and willingness to travel as needed for business objectives.
Responsibilities
- Learn specific client loyalty program guidelines, initially and ongoing.
- Meet all client requirements for service level and customer satisfaction.
- Provide guidance, coaching, and feedback to the supervisory team.
- Ensure consistency in agent/customer interactions through call, email, and chat calibration.
- Establish performance goals and develop supervisor skillsets.
- Manage contact center reporting and analyze trends to impact team performance.
- De-escalate customer situations and provide solutions.
- Collaborate with internal and external stakeholders to resolve emerging issues.
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