WhiteHat Jr - Contact Center Manager

Job brief :

We are looking for a skilled Contact center manager to supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. You will also ensure that technology is utilized to a maximum and that staff are well-organized and productive.

An excellent contact center manager must be an organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements. As a contact center manager, you must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

Responsibilities :

- Develop objectives for the call center's day-to-day activities

- Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)

- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;

- Prepare reports for different departments or upper management

- Work with Vendors for defining objectives, execution of key projects, drive operation targets.

- Drive key performance metrics for chats & outbound calling

Requirements :

- Earlier experience of working with external Vendors & with large teams

- Knowledge of performance evaluation and customer service metrics

- Solid understanding of reporting procedures

- Proficient in MS Office and call center equipment/software programs

- Outstanding communication and interpersonal skills

- Excellent organizational and leadership skills with a problem-solving ability