Position Summary: The Process Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.
Key Responsibilities
Leadership & Team Management
Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
Operational Management
Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
Customer Experience
Ensure that the highest level of customer service is provided in every interaction.
Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
Analyze customer feedback and trends to identify areas for improvement.
Strategic Planning & Execution
Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
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Collaborate with senior leadership to align contact center goals with overall company strategy.
Stay updated on industry trends and best practices to drive innovation and improvements.
Performance Management
Conduct regular performance reviews and provide feedback to supervisors and agents.
Identify training needs and coordinate with the training department to ensure staff development.
Implement and manage incentive programs to motivate and reward high performance.
Reporting & Analysis
Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.
Qualifications
Bachelor's degree in any field.
Minimum of 7 years of experience in contact center management
Proven track record of leading and managing large teams in a high-volume contact center environment.
Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
Proficient in contact center software and technologies.
Strong organizational skills and attention to detail.
