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Job Description

Contact Center – Manager

Expires on: September, 26 2020
Job Code: VL/KV/1808/D/02
Experience: 10+ years
Location: Chicago

We are looking for Contact Center – Manager

  • Responsible for managing customer service agents
  • Monitoring their performance while still providing excellent service to the customer
  • Schedule agents, assistants, representatives and resolve emergency issues
  • Provide training for new employees, and handle service issues beyond agent capability
  • Required to meet all customer and company expectations
  • Recruit, hire and train new customer service agents
  • Research strategies to further improve the customer experience
  • Define KPIs and measure contact center agents performance
  • Schedule calendar for agents and representatives
  • Distribute agent and representative work
  • Develop standards and procedures
  • Document customer service discussions and actions
  • Maintain accurate records and files of documentation
  • Provide goals and encouragement to achieve goals
  • Manage budget and expenses
  • Set and maintain all customer service procedures and policies
  • Record, organize, and file customer interactions and profile/account changes
  • Provide resources for quality customer service
  • Implement customer service strategies to improve quality of service
  • Address and resolve team and customer conflicts
  • Anticipate and resolve customer service issues
  • Maintain a professional workspace and workflow
  • Evaluate agent and representative performance
  • Experience in handling contact centers with 50+ agents
  • Excellent customer care focus; ability to assess customers’ needs and provide answers, paths, troubleshooting help, or methods for a positive customer experience
  • Able to think fast, find answers, and respond quickly to customer issues, all with a polite, empathic, and professional voice and manner
  • Able to define KPIs and measure contact center agents performance
  • Able to multitask, prioritize, and manage time efficiently
  • Encouraging the team and staff; able to mentor and lead
  • Able to analyze data and sales statistics and translate results into better solutions
  • Excellent verbal and written communication skills
  • Self-motivated and self-directed
  • Creative problem solver who thrives when presented with a challenge
  • Focused on customer service
  • Previous experience in customer support, client services, sales, or a related field
  • Excellent at communicating over the phone and handling phone systems
  • Able to concentrate on multiple problems at once
  • Excellent time management and prioritization skills
  • Ability to answer phone, listen actively, relay information, and type basic information simultaneously
  • Customer-focused for a positive customer experience and resolution
  • Understanding of customer experience process and procedures
  • Basic computer skills and experience with tracking and recording call information, filing documents, or updating customer profiles/accounts; may include entering and tracking merchandise, scheduling with Microsoft Office Suite or similar software

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