Manager, Contact Center Operations

1 day, 3 hours ago
Full-time
Mid Level
Customer and Technical Support
Kobie Marketing

Kobie Marketing

Kobie Marketing specializes in providing comprehensive loyalty marketing solutions, combining strategy, technology, and program management to enhance customer experiences and drive enterprise value for leading global brands.

Professional Services
251-1K
Founded 1990

Description

  • Manage daily tactical operations for phone, email, and chat support across multiple client programs.
  • Translate organizational strategy into short-, mid-, and long-term tactical deliverables.
  • Ensure client service-level and customer-satisfaction requirements are consistently achieved.
  • Coach, guide, and provide feedback to supervisors while developing their capabilities and performance goals.
  • Conduct interaction calibration sessions to promote consistent and reliable customer experiences.
  • Own queue service levels, staffing effectiveness, and agent schedules to meet customer demand.
  • Resolve escalated customer issues through communication, problem-solving, and end-to-end ownership.
  • Monitor trends, emerging issues, activity reports, and performance data to drive corrective action.
  • Maintain team morale through daily engagement and provide operational support to agents, peers, and internal and external clients.
  • Ensure compliance with company policies and procedures for customer-account service and employee supervision.

Requirements

  • 4–6 years of related, relevant experience.
  • At least two years of college; a degree is preferred.
  • Experience working in a small contact center and fast-moving growth environment.
  • Advanced proficiency with Microsoft Excel, Word, and PowerPoint.
  • Knowledge of workforce-management teams and responsibilities in a contact center.
  • Strong multitasking, deadline-management, adaptability, and decision-making skills under pressure.
  • Advanced emotional intelligence and a customer-centric service orientation.
  • Excellent verbal, written, listening, problem-solving, coaching, and feedback-delivery skills.
  • Strong accuracy, attention to detail, and ability to analyze multiple reports for trends and decisions.
  • Ability and willingness to travel as needed for business objectives, collaboration, training, customer engagements, and company events.

Benefits

  • Flexible remote-first work environment.
  • Flexible time off.
  • Nine company-wide holidays.
  • Benefits supporting professional growth, development, and personal well-being.
  • Periodic travel opportunities for team collaboration, training, customer engagements, and company events.

Interested in this position?

Apply directly on the company website

Apply Now

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