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Call Center & Contact Center Professionals

1 month ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
CRM Salesforce
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Hire Resolve US

Hire Resolve US

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Description

  • Lead and optimize day-to-day contact center operations across voice, email, chat, and digital channels.
  • Manage team leaders and supervisors while driving performance through coaching, KPIs, and structured scorecards.
  • Improve customer experience metrics such as CSAT, NPS, and FCR while balancing cost-to-serve and service levels.
  • Own workforce performance in partnership with WFM, including forecasting, scheduling, adherence, and occupancy.
  • Implement quality assurance frameworks, calibration routines, and continuous improvement plans.
  • Oversee training and onboarding programs and maintain knowledge management and readiness standards.
  • Partner with cross-functional stakeholders in Sales, Product, IT, Compliance, and HR to execute operational initiatives.
  • Monitor and report on operational metrics such as AHT, ASA, abandonment, conversion, and attrition, and present action plans.
  • Support adoption of contact center technology including CRM, ticketing, CCaaS, dialers, analytics, and QA tools.
  • Ensure workplace safety and compliance alignment with applicable standards, including OSHA expectations.

Requirements

  • High school diploma or GED required; associate or bachelor’s degree in Business, Communications, Operations, or a related field preferred, or equivalent experience.
  • 5–12+ years of experience in call center or contact center environments.
  • 2–6+ years of leadership experience as a Supervisor, Team Lead, Manager, or Senior Manager.
  • Experience in people leadership, coaching, performance management, and change leadership.
  • Experience with KPI-driven operations management and continuous improvement; Lean or Six Sigma exposure is a plus.
  • Knowledge of workforce management fundamentals, including forecasting, scheduling, and real-time adherence.
  • Experience improving quality, training, and customer experience outcomes.
  • Strong business communication and stakeholder management skills.
  • Experience with CRM and ticketing platforms such as Salesforce, Zendesk, or ServiceNow, plus CCaaS, dialers, WFM tools, QA platforms, and reporting/analytics tools.
  • Professional English required; additional languages are a plus depending on the customer base and region.
  • Ability to work on-site, hybrid, or remotely depending on client needs, with shift flexibility in some environments.

Benefits

  • Health Care Plan covering medical, dental, and vision.
  • Retirement plan options including 401(k) and IRA.
  • Life insurance, including basic, voluntary, and AD&D coverage.
  • Paid time off, including vacation, sick time, and public holidays.
  • Family leave benefits, including maternity and paternity leave.
  • Short-term and long-term disability coverage.
  • Training and development opportunities.

Interested in this position?

Apply directly on the company website

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