Full Job Description
As a Manager, Contact Center, you'll lead operations that keep our customers connected and satisfied. You'll oversee vendor and BPO relationships, ensuring our contact center runs smoothly and meets ambitious targets. Your focus on process improvements and cross-functional collaboration will drive results while building a team culture where people thrive. You'll work in a fast-paced environment where problem-solving and data-driven decisions are your daily toolkit. This role offers the chance to make a visible impact on our business while developing your leadership skills.
What you'll do:
• Oversee daily contact center operations to ensure alignment with performance metrics and service-level agreements.
• Analyze key performance indicators and trend data to identify root causes and implement effective solutions.
• Lead process improvement initiatives to enhance operational efficiency and customer communication quality.
• Collaborate with stakeholders to develop and execute strategies addressing capacity planning and demand forecasting.
• Coach and develop team members to strengthen customer communication skills and adherence to standard operating procedures.
• Manage escalation processes and ensure timely resolution of customer and associate concerns.
• Maintain compliance with company policies while promoting a culture of integrity and accountability
What you'll bring:
• Proven experience managing contact center operations with a focus on achieving performance metrics and service-level agreements.
• Strong problem-solving skills using data analysis and diagnostic tools to identify root causes and implement effective solutions.
• Expertise in customer communications management, including developing and coaching teams on communication strategies and quality standards.
• Ability to lead process improvement initiatives and apply standard operating procedures to enhance operational efficiency.
• Proficiency in workflow management and monitoring key performance indicators to drive continuous improvement.
• Effective collaboration and stakeholder engagement skills to support business objectives and operational goals.
Work Schedule:
Work schedule aligns with standard business hours.
Facility Location:
805 Respect Dr, Bentonville, AR 72716, United States
(Relocation assistance may be offered for qualified candidates if needed)
Qualifications
Minimum Qualification:
• 2-5 years of experience in vendor management (responsible for BPO/vendor relationships) or contact center management
• Strong experience managing third-party vendors (BPOs)
• Bachelors degree (preferred)
• Ability to work in a fast-paced environment
• Willingness and ability to travel internationally - If candidate asks anywhere in Africa, Asia, Egypt, South America
• Experience in eCommerce or Finance is (a strong plus)
Preferred qualifications:
• Experience in Operations Management (it's about making sure operations run smoothly, meet targets, and continuously improve)
• Experience in Customer Communications Management
• Strong problem-solving skills
• Data analysis skills
• Experience driving process improvements
• Strong collaboration and cross-functional partnership skills
Additional Information
