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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and management capabilities in overseeing contact center operations, focusing on team development, performance metrics analysis, and exceptional customer service delivery. Proven ability to recruit, retain, and motivate staff while fostering a positive company culture.
Highest-signal resume keywords
Customer Service Operations ManagementTeam Leadership and DevelopmentPerformance Metrics AnalysisRecruitment and Staff RetentionEffective Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operations ManagementPerformance ReviewCoachingStaff DevelopmentCustomer Service Strategy
Soft Skills
LeadershipMotivationInterpersonal Communication
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Contact Center OperationsCustomer ServiceTeam ManagementOn-Site WorkDrug Screening Compliance
About the role
Key responsibilities & impact- Manage day-to-day operations of a 90+ person contact center, including front-line production and back-office operations.
- Guide and develop managers, team leads and representatives to deliver unparalleled customer service and foster company culture.
- Review daily and weekly reports to monitor performance metrics and make improvement recommendations.
- Recruit, retain and motivate staff to ensure the highest levels of customer service.
- Manage personnel matters including delivering performance reviews and coaching.
Requirements
What you’ll need- Bachelor’s degree.
- 5+ years of experience in customer service operations and or management.
- Demonstrated leadership skills to effectively coach, develop and motivate a high-performing team.
- Effectively communicate with your team, colleagues, management and across other departments.
- All new hires must complete a pre-employment hair follicle drug screening.
- All positions are on-site.
Benefits
Comp & perks- Relocation assistance is available for qualified candidates.
- Complete health insurance coverage
- 401(k) with 6% employer match that starts day one
- Multiple bonus programs
- Paid holidays
- Generous paid time off
- Tuition Assistance Program that covers professional continuing education
- Best-in-class, clean, modern facilities
- First-class fitness center
- Beautifully maintained walking trails