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Contact Center Operations Manager

Remote:

Full Remote

Contract:

Full time

Experience:

Senior (5-10 years)

Work from:

United States

Offer summary

Qualifications:

Bachelor's degree or equivalent experience, 5+ years of contact center management experience, Strong understanding of contact center metrics, Exceptional people skills and conflict resolution, Experience with Amazon Connect is preferred.

Key responsabilities:

Lead and manage the contact center team
Optimize workflows and monitor key metrics
Manage relationships with technology vendors
Establish and maintain employee engagement programs
Implement strategies to improve service efficiency

Jonas Software Large https://www.jonassoftware.com/

1001 - 5000 Employees

See more Jonas Software offers

Job description

Your missions

Job Description:

Job Description

Business Title: Contact Center Operations Manager

Company: Member Solutions

JOB DESCRIPTION

We are looking for a highly skilled and experienced Contact Center Operations Manager to lead our contact center team and take it to the next level. This role is pivotal in ensuring our multi-channel contact center's efficiency, quality, and ability to create value for our clients.

The ideal candidate will bring a deep understanding of contact center operations and a proven track record of driving performance improvements. You will be responsible for optimizing workflows, setting and monitoring key metrics, and ensuring the highest levels of customer service.

We need a leader who thrives in fast-paced environments, understands the intricacies of call center metrics, and can implement cutting-edge solutions using advanced call center technologies within Amazon Connect. Your experience and strategic mindset will be critical in transforming our contact center into a best-in-class operation supporting the company’s growth and customer satisfaction goals.

JOB RESPONSIBILITIES

Overall responsibility for our contact center team, including hiring, onboarding, scheduling, professional development, SLA attainment, quality assurance, and performance management. The team includes US-based employees and trusted international partners operating as a single unit to deliver the best possible service to our clients and their members.
Manage our contact center’s 3rd party relationships with technology vendors and BPOs, securing high-value, long-term partnerships that deliver lasting value for us and our clients. Cultural awareness and adaptability will be valuable assets.
Establish, monitor, report on, and improve our contact center metrics, from call volume and average handle time to first-time resolution rate and customer satisfaction.
Troubleshoot and handle escalations in a timely and professional manner.
Establish, maintain, and carry out a team engagement and incentive program to motivate employees and maintain a positive, enriching work environment.
Identify, create, plan, and implement new strategies, procedures, and operations to address inefficiencies and improve our service offering.
Stay up-to-date and train staff on our products and the latest contact center software technologies.
Be a vocal champion for our services, lending your expertise as needed to promote them to potential new clients.

JOB QUALIFICATIONS

Bachelor's degree or equivalent experience.
5+ years of progressive experience in a contact center management role, including experience managing automated processes, call routing & predictive dialer tools, and quality assurance (preference will be given to those with Amazon Connect experience).
Strong understanding of contact center metrics and reporting tools.
Exceptional people skills, especially conflict resolution and performance management.
A demonstrated track record of leading, coaching, and developing a high-performance team.
Experience in hiring, training, performance management,
A passion for customer service and a willingness to become an expert on our products and services.

LOMINGER COMPETENCIES

Integrity and Trust

Customer Focus

Building Effective Teams

Managing and Measuring Work

Problem-Solving

Functional/technical skills

Business Unit:

Member Solutions

Scheduled Weekly Hours:

Number of Openings Available:

Worker Type:

Regular

More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.