Team Manager, Contact Center
About the position Responsibilities • Ensure program performance and achievement of KPIs for customers and the business. • Lead large teams and ensure compliance with company policies and procedures. • Develop and support cross-functional teams to gather insights on program initiatives. • Manage contact center operations and support new initiatives. • Analyze performance metrics and make necessary adjustments to improve service levels. • Oversee staffing plans and scheduling adherence for shifts. • Conduct interviews and manage performance issues among team members. • Develop team members' customer communication skills and monitor their performance. • Participate in process improvement initiatives and recommend solutions based on trend analysis. • Utilize data analytics tools to identify root causes of business problems and propose solutions. Requirements • 1 year of experience in retail, contact center operations, or a related area. • Project management experience in the contact center or communication industry. • Fraud management experience. Nice-to-haves • Supervisory experience. Benefits • Competitive pay with performance-based bonus awards. • Health benefits including medical, vision, and dental coverage. • 401(k) plan with company match. • Company-paid life insurance. • Paid time off including sick leave, parental leave, and bereavement leave. • Short-term and long-term disability benefits. • Company discounts and Military Leave Pay. • Adoption and surrogacy expense reimbursement. • Live Better U education benefit program covering tuition and fees. Apply tot his job