Process Manager

Position Summary: The Process Manager, Inbound Voice Contact Center, will oversee the daily operations of our inbound contact center. This role requires a dynamic leader who can manage and motivate a team of supervisors and agents, ensure customer satisfaction, and drive continuous improvement in service delivery. The ideal candidate will have a strong background in contact center management, excellent communication skills, and a strategic mindset.

Key Responsibilities:

1. Leadership & Team Management:
   • Lead, mentor, and develop a team of supervisors and contact center agents to ensure high performance.
   • Foster a positive and inclusive work environment that encourages teamwork and continuous improvement.
2. Operational Management:
   • Oversee the daily operations of the inbound contact center to ensure efficient and effective service delivery.
   • Monitor key performance indicators (KPIs) and implement strategies to achieve or exceed targets.
   • Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.
3. Customer Experience:
   • Ensure that the highest level of customer service is provided in every interaction.
   • Handle escalated customer issues and complaints, ensuring prompt and satisfactory resolution.
   • Analyze customer feedback and trends to identify areas for improvement.
4. Strategic Planning & Execution:
   • Develop and execute strategic plans to enhance contact center operations and achieve business objectives.
   • Collaborate with senior leadership to align contact center goals with overall company strategy.
   • Stay updated on industry trends and best practices to drive innovation and improvements.
5. Performance Management:
   • Conduct regular performance reviews and provide feedback to supervisors and agents.
   • Identify training needs and coordinate with the training department to ensure staff development.
   • Implement and manage incentive programs to motivate and reward high performance.
6. Reporting & Analysis:
   • Prepare and present regular reports on contact center performance, including call volume, response times, and customer satisfaction.
   • Use data and analytics to identify trends, make informed decisions, and drive continuous improvement.

Qualifications:

• Bachelor's degree in any field.
• Minimum of 7 years of experience in contact center management
• Proven track record of leading and managing large teams in a high-volume contact center environment.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Excellent communication and interpersonal skills, with the ability to interact effectively with all levels of the organization.
• Proficient in contact center software and technologies.
• Strong organizational skills and attention to detail.