Contact Center Manager

Adecco is now hiring for a Contact Center Manager position for our client who is a leader in financial database production and management. This is a fabulous opportunity for someone that can handle various moving pieces of the operation process and is able to manage multiple levels of management.  

We are looking for a skilled Call Center Manager who can lead our representatives to better performance and improve service quality and that have experience in the financial industry. 

The Contact Center Manager will assist in:

  • Establishing call center objectives, provide representatives with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes in an effort to better support customers. 

Contact Center Manager Responsibilities:
  • Hiring, training, coaching, and leading call center representatives as they provide support for customers.
  • Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed. Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction. 
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
  •  Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
  • Exceptional interpersonal, customer service, problem solving, verbal and written communication, and conflict resolution skills.
  • Knowledge of management principles and familiarity with company products, services, and policies.
  • Strong coaching and leadership skills, ability to motivate employees. Decisiveness and attention to detail. 
Candidates must meet the following requirements to be considered:
  • Over 2 years in a management role in a call center setting 
  • Experience within the financial/banking industry
 

Equal Opportunity Employer/Veterans/Disabled. To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit http://www.adeccousa.com/candidate-privacy/. The Company will consider qualified applicants with arrest and conviction records.

  • Apply with Adecco

Reference number US_EN_99_025333_1229775