Contact Center Manager

About the job

We are looking for a motivated individual to join our team as a Contact Center Manager

Key Responsibilities

• Directs daily operations of the Contact Center, including hiring, training, performance appraisals, and overseeing outsourced call center operations.

• Develops and manages inbound and outbound strategies, ticketing, and chat systems, ensuring high-quality service.

• Manages phone system vendor relationships and troubleshoots phone issues.

• Handles escalated member issues and provides advice and solutions to member inquiries.

• Ensures regulatory compliance within the Contact Center, monitoring calls and tickets/chats for adherence to policies.

• Maintains accurate statistical records and dashboards of department activity.

Qualifications

• Experience: 2-5 years of similar or related experience.

• Education: A college degree or relevant work experience

• Skills: Excellent oral, written, telephone, and interpersonal communication skills. Ability to effectively deal with members, vendors, and staff. Ability to lift or pull up to 25 pounds and some travel required.

Why Join Us?

• Comprehensive Benefits: Competitive package including health, dental, and vision insurance, retirement plans, and more.

• Work-Life Balance: No weekend work required!

• Professional Growth: Education assistance and numerous opportunities for career advancement.

• Employee Perks: Enjoy employee discounts and loan discounts.

Benefits:

• Medical insurance

• Pension plan

• Paid paternity leave

• Tuition assistance

• Disability insurance

• Commuter benefits

• Vision insurance

• Dental insurance

• 401(k)

• Paid maternity leave