Manager, Contact Center

AXS • Frisco, TX

1d • Onsite

About The Position

AXS is seeking a Manager, Contact Center to manage, direct, and supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The Manager, Contact Center will ensure that technology is utilized to a maximum and that staff are well-organized and productive.

Requirements

• 4-6 years of relevant work experience in customer service.
• 2+ years leading, coaching, and developing front-line employees.
• years in a contact center environment.
• Business intelligence experience (gathering all relevant contact center data points and then providing actionable results for Contact Center leadership).
• Strong execution and delivery skills (planning, delivering, and supporting)
• Strong problem solving and decision making skills.
• Strong digital literacy skills
• Adept at collaboration and teamwork.
• Strong growth mindset (agility and developing self and others)
• Ability to grow a team, reduce attrition and coach/develop a staff of 18+.

Nice To Haves

• Familiarity with any or all of the following: with Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner

Responsibilities

• Allocate accountability for the call center’s day-to-day activities.
• Oversee and direct assistant managers in ensuring KPI’s and overall team goals are met to ensure delivery of exceptional services and engagement, motivation, and team development.
• Sets high level expectations for the operations (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals through accountability measures set with Assistant Managers.
• Manage other Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution driven environment, and is accountable for conducting effective performance management and meaningful career development conversations.
• Establish key performance metrics, including measures for accuracy and call-waiting time.
• Approve plans to maximize the productivity of resources.
• Hire, coach, and provide training to personnel to maintain high customer service standards.
• Define budgeting strategy and approves expenditures.

Benefits

• medical, dental and vision insurance
• paid holidays
• vacation and sick time
• company paid basic life insurance
• voluntary life insurance
• parental leave
• 401k Plan (with a current employer match of 3%)
• flexible spending and health savings account options
• wellness offerings

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed