Responsible for monitoring and executing the day-to-day operations of the contact center teams. This position analyzes production, quality, and cost information to identify challenges and provide recommendations for improvement. He/She may work with third party contact center vendor managers to ensure understanding of business goals. This position manages others within the department.
This position coaches’ administrative staff on call quality to ensure customer interactions are complete, accurate and professional. He/She develops action plans and works side-by-side with most help needed employees to provide instruction and assistance. This position handles escalated customer calls to ease customer concerns and improve customer satisfaction and perception. He/She supervises operation to ensure proper customer experience, first contact resolution, accuracy, and quality levels. This position makes recommended operational changes (i.e., equipment and staffing) as needed to ensure calls are handled efficiently and service commitments are met.
