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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, with a focus on enhancing customer service and team performance. Proven ability to communicate effectively across various levels of the organization while fostering a positive company culture.
Highest-signal resume keywords
Customer Service Operations ManagementTeam Leadership and DevelopmentPerformance Metrics AnalysisStaff Recruitment and RetentionEffective Communication Skills
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 ReviewCoachingRecruitmentCustomer Service Strategy
Soft Skills
LeadershipMotivationTeam DevelopmentInterpersonal Communication
Certifications & Qualifications
Bachelor’s Degree
Industry Keywords
Contact Center OperationsCustomer ServicePerformance MetricsOn-Site WorkDrug Screening
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 exceptional 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
- Ability to effectively communicate with your team, colleagues, management and across other departments
- Must complete a pre-employment hair follicle drug screening
- Must work 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 covering professional continuing education
- Best-in-class, clean, modern facilities
- First-class fitness center
- Beautifully maintained walking trails