Job Description
**Full-Time Contact Center General Manager**
**Benefits:**
- Comprehensive medical, dental, and vision insurance
- 401(k) with matching
- Performance-based bonus
- Generous paid time off and holidays
- Parental leave
- Professional development and training opportunities
- Opportunities for advancement
**Compensation:** $90,000 to $100,000 per year
**Job Overview:**
We are looking for a skilled and experienced Contact Center General Manager to lead our high-volume Customer Care Center (CCC). The ideal candidate will have a proven track record in managing large contact centers, ensuring exceptional customer service, and driving operational excellence. This is a remote position with some travel required.
**Key Responsibilities:**
**Leadership & Management:**
- Lead, mentor, and develop a large team of contact center managers, supervisors, and agents to achieve and exceed performance goals.
- Direct strategic planning and execution of contact center operations to meet organizational objectives.
- Foster a positive, collaborative work environment that promotes high levels of employee engagement, retention, and professional growth.
- Implement best practices for workforce management, training, quality assurance, and employee development, with a focus on continuous improvement.
- Prepare and present regular reports to senior management on the CCC's performance, challenges, and achievements, providing actionable insights and recommendations.
**Operational Efficiency:**
- Oversee daily operations of the CCC, ensuring that all KPIs, including response times, customer satisfaction, and resolution rates, are consistently met or exceeded.
- Analyze operational data and reports to identify trends, areas for improvement, and opportunities for innovation.
- Develop and implement strategies to optimize operational efficiency, streamline processes, manage budget, and reduce costs without compromising service quality.
- Ensure compliance with all relevant regulations, company policies, and procedures, maintaining the highest standards of operational integrity.
**Customer Experience:**
- Ensure that all customer interactions are handled in a timely, professional, and courteous manner, with a strong focus on enhancing the customer experience.
- Collaborate with other departments to address and resolve complex customer issues, ensuring a seamless and positive customer journey.
- Drive continuous improvement initiatives to elevate the overall customer experience, leveraging feedback and industry best practices.
**Qualifications:**
- Bachelor's degree in Business Administration, Management, or a related field preferred.
- Minimum of 7-10 years of experience in a contact center environment, with at least 3-5 years in a senior leadership role managing large teams (50+ employees).
- Demonstrated success in leading and scaling contact center operations, driving significant improvements in customer service and operational efficiency.
- Strong analytical skills with the ability to interpret complex data, make informed decisions, and implement effective solutions.
- Exceptional communication, leadership, and interpersonal skills, with the ability to inspire and lead large, diverse teams.
- Proficiency in contact center software, CRM systems, and workforce management tools.
- Experience with budget management, financial planning, and strategic resource allocation.
**Additional Information:**
This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties as assigned by immediate supervisors and other management as required. The business reserves the right to revise or change duties as the need arises.
Join us for an exciting opportunity to lead a dynamic team and make a significant impact on our customer experience!
Employment Type: Full-Time
Salary: $ 90,000.00 100,000.00 Per Year
Job Tags
Holiday work, Full time, Immediate start,