Manager, Contact Center

AXS • Frisco, TX

23h • Onsite

About The Position

AXS is seeking a Manager, Contact Center to manage, direct, and supervise daily operations and personnel with the goal of maximizing efficiency and cost-effectiveness. The role ensures technology is used effectively and staff are organized and productive.

The Manager oversees contact center operations and leaders, sets expectations for workflow, performance, and compliance, and holds teams accountable for meeting goals and delivering exceptional service. The position also establishes performance metrics, approves plans to maximize resource productivity, hires and develops personnel, and defines budgeting strategy and approves expenditures.

Requirements

• 4–6 years of relevant work experience in customer service.
• At least 2 years leading, coaching, and developing front-line employees.
• Business intelligence experience, including gathering relevant contact center data points and providing actionable results for Contact Center leadership.
• Strong execution and delivery skills, including planning, delivering, and supporting.
• Strong problem-solving and decision-making skills.
• Strong digital literacy skills.
• Ability to collaborate and work as part of a team.
• Growth mindset, including agility and developing oneself and others.
• Ability to grow a team, reduce attrition, and coach and develop a staff of 18 or more.

Nice To Haves

• Familiarity with any or all of the following: 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 to ensure KPIs and overall team goals are met, service is exceptional, and staff are engaged, motivated, and developed.
• Set high-level operational expectations for workflow, performance, and compliance, and ensure team goals are achieved through accountability measures established with Assistant Managers.
• Manage Managers, Assistant Managers, Supervisors, and/or individual contributors in a solution-driven environment.
• Conduct effective performance management and meaningful career development conversations.
• Establish key performance metrics, including accuracy and call-waiting time measures.
• Approve plans to maximize the productivity of resources.
• Hire, coach, and train personnel to maintain high customer service standards.
• Define budgeting strategy and approve expenditures.
• Gather contact center data and provide actionable results for Contact Center leadership.
• Grow a team, reduce attrition, and coach and develop a staff of 18 or more.

Benefits

• Medical, dental, and vision insurance.
• Paid holidays, vacation, and sick time.
• Company-paid basic life insurance and voluntary life insurance.
• Parental leave.
• 401(k) plan with a current employer match of 3%.
• Flexible spending and health savings account options.
• Wellness offerings.
• Bonus eligibility under the current bonus plan requirements.
• Training and education reimbursement.
• Employee Resource Groups (ERGs).
• Volunteer opportunities and community engagement programs.

What This Job Offers

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