Customer Contact Manager

About the Role

Supervises a staff of contact center supervisors to ensure quotas for quality service and productivity are met, researches customer complaints, and makes necessary adjustments and/or recommendations to resolve issues.

Qualifications

• Four years of customer service experience with at least two years in a call center environment required.
• Or Bachelor's degree and two years of experience in a call center environment required.
• Preferred degree majors: Business, Communications, Management, Public Relations.

Additional Requirements

Work – Onsite (HQ – Dallas, Texas). Candidates eligible for the Military Spouse Exemption may be considered for remote work.

Technical Skills

• Excel - Beginners/Intermediate Level (Required)
• CVS (Preferred)
• IGLAS (Preferred)
• JSCS (Preferred)
• MONARCH (Preferred)
• RCMS (Preferred)
• TOPS (Preferred)
• VISION (Preferred)
• WALKER SYSTEM (Preferred)

Responsibilities

• Supervises daily operations of the 24x7 customer contact center.
• Coaches and trains team managers/staff.
• Ensures metrics are tracked and analyzed on a continual basis.
• Assists in developing and monitoring quotas for service volume and timeliness.
• Implements and reviews customer center policies and procedures.
• Recommends process improvements to achieve goals.
• Monitors calls to ensure customer expectations are met and compliance with corporate standards and guidelines for interaction with customers.
• Resolves escalated customer issues.
• Performs other duties as assigned.

Work Challenges

24/7, 365 days a year.