Contact Center Manager
Gainwell Technologies
full-time
Posted on:
Location Type: Office
Location: Washington, DC • District of Columbia • Washington • United States
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Salary
💰 $81,000 - $115,700 per year
About the role
- Oversees the day-to-day operations of the customer support center operations
- Conveys customer feedback to product development staff in order to continuously improve client satisfaction
- Manages customer support staff to ensure service level agreements for products and services are met
- Schedules staff to adequately handle call volume on any point in time
- Monitors progress and number of telephone calls made
- Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.)
- Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area
- Improves quality and responsiveness of customer support staff and resources
- Contributes to overall service revenue by generating new and creative ideas to sell add-on services
- Promotes sales of various service options
Requirements
- Bachelor's degree or equivalent combination of education and experience
- Bachelor's degree in business management, computer science or related field preferred
- Nine or more years of customer service or other telephone operations experience
- Five or more years of leadership or supervisory experience
- Experience working with the company's products and systems
- Experience working with all customer support areas
- Experience working with fax machines, computer software, and telephone technology
Benefits
- generous, flexible vacation policy
- 401(k) employer match
- comprehensive health benefits
- educational assistance
- leadership and technical development academies
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer support operationsservice level agreementsstaff managementcall volume schedulingpersonnel activities managementquality improvementservice profitabilityrevenue generationadd-on services sales
Soft Skills
leadershipcommunicationmotivationdisciplineappraisaltrainingcustomer feedback conveyancecreativity
Certifications
Bachelor's degreebusiness managementcomputer science