Contact Center Site Manager
The Contact Center Site Manager job manages team of managers in support of contact center operations. The job guides the work of the function over the site and is responsible for implementing standards and targets to ensure that contact center performance remains high and accomplishes the customer care goals.

Key Responsibilities and Duties

Provides daily oversight and management of Contact Center site(s) and ensures performance standards are met to further the goals of the organization. Builds and maintains quality relationships with business partners while ensuring excellent service is provided to our customers. Provides feedback and presents solutions regarding service complaints or customer concerns. Organizes training programs for team members to improve their client service knowledge and enhance overall service levels. Establishes procedures and processes that support organizational and contact center department standards, procedures, and strategic initiatives. Establishes best practices and strong communication with other site leaders, managers, and associates and ensures business continuity and coverage across sites. Manages performance of direct reports through regular, timely feedback as well as the formal performance review process to ensure delivery of contact center objectives and engagement, motivation and development of the team.

Minimum Requirements

5+ years of contact center leadership experience, including oversight of teams, performance metrics and daily operations Proven ability to manage workforce operations at site level for management teams, such as scheduling, attendance, and real-time service level adjustments Experience leading in a high-volume customer support environment Strong communication and interpersonal skills with the ability to build trust, navigate sensitive conversations, and foster a culture of accountability and engagement

Preferred Requirements

7+ years of contact center experience within the financial services industry. Data-driven leadership mindset, including proficiency in KPIs, performance dashboards and root cause analysis Knowledge of financial services or banking operations in a customer contact environment Ability to maintain composure under pressure and model effective conflict resolution.

Educational Requirements

University (Degree) Preferred

Role Specific Work Experience

5+ Years Required; 7+ Years Preferred

Physical Requirements

Physical Requirements: Sedentary Work

Hours of Work:  Monday through Friday - 9am to 6pm CST*

*Scheduled work hours are subject to modification to align with business demands

 

Career Level
9PL