FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
About the role
Key responsibilities & impact- Provide day-to-day tactical management and execution of a Tier 1 contact center supporting multiple clients’ loyalty program customers by phone, email, and chat
- Translate organizational strategic goals into tactical deliverables
- Provide guidance, assistance, coaching, and feedback to the supervisory team
- Ensure service levels and customer satisfaction goals are consistently met
- Learn and maintain knowledge of client loyalty program guidelines
- Meet client service-level and customer-satisfaction requirements
- Serve as a resource for team questions and assistance
- Conduct call, email, and chat calibration sessions with the supervisory team
- Establish short-, mid-, and long-term performance goals with supervisory staff
- Develop supervisor skillsets and prepare staff for future roles
- Manage queue service levels and agent schedules
- De-escalate customer situations through communication and problem-solving through resolution
- Ensure adherence to company policies and procedures
- Collaborate with internal and external customers and clients to identify and resolve trends and emerging issues
- Build team morale through daily interaction with agents
- Develop and deliver center activity reporting
Requirements
What you’ll need- Experience working in a small contact center and fast-moving growth environment
- Advanced computer knowledge with high expertise in Microsoft Excel, Word, and PowerPoint
- Ability to adapt to changes in work processes and the work environment
- Strong multitasking and deadline management skills
- Ability to make decisions quickly or under pressure
- Advanced emotional intelligence and customer-centric service orientation
- Excellent problem-solving ability and ability to teach/guide supervisory staff
- Excellent verbal, written, and listening communication skills
- Advanced accuracy and attention to detail
- Excellent coaching and feedback delivery ability
- Ability to evaluate multiple reports for trend patterns and make decisions from multiple data elements
- Knowledge of workforce management teams and responsibilities in a contact center
- At least 2 years of college; degree preferred
- 4–6 years of related, relevant experience
Benefits
Comp & perks- Flexible Time Off
- Nine Company-Wide Holidays
- A diverse suite of benefits prioritizing growth, development, and personal well-being
- Flexible work environment with remote work
- Periodic travel opportunities for team collaboration, customer engagements, training, and company events