Team Manager, Contact Center

About the position

This position is responsible for overseeing program performance in a remote work environment, ensuring that key performance indicators (KPIs) are met for both customers and the business. The role involves leading large teams, ensuring compliance with company policies, and collaborating with cross-functional teams to enhance program initiatives. The ideal candidate will be a self-starter who enjoys high visibility responsibilities and has a strong background in project management, particularly within contact center operations.

Responsibilities
• Ensure program performance and achievement of KPIs for customers and the business.
,
• Lead large teams and ensure compliance with company policies and procedures.
,
• Develop and support cross-functional teams to gather insights on program initiatives.
,
• Manage contact center operations and support new initiatives.
,
• Analyze performance metrics and make necessary adjustments to improve service levels.
,
• Oversee staffing plans and scheduling adherence for shifts.
,
• Conduct interviews and manage performance issues among team members.
,
• Develop team members’ customer communication skills and monitor their performance.
,
• Participate in process improvement initiatives and recommend solutions based on trend analysis.
,
• Utilize data analytics tools to identify root causes of business problems and propose solutions.

Requirements
• 1 year of experience in retail, contact center operations, or a related area.
,
• Project management experience in the contact center or communication industry.
,
• Fraud management experience.

Nice-to-haves
• Supervisory experience.

Benefits
• Competitive pay with performance-based bonus awards.
,
• Health benefits including medical, vision, and dental coverage.
,
• 401(k) plan with company match.
,
• Company-paid life insurance.
,
• Paid time off including sick leave, parental leave, and bereavement leave.
,
• Short-term and long-term disability benefits.
,
• Company discounts and Military Leave Pay.
,
• Adoption and surrogacy expense reimbursement.
,
• Live Better U education benefit program covering tuition and fees.