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Become A Contact Center Manager

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Working As A Contact Center Manager

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $74,916

    Average Salary

What Does A Contact Center Manager Do At Carmax

* Lead all aspects of a high volume, fast paced, call center team including: interviewing, hiring, coaching and training for a diverse team of associates.
* Provide ongoing development of Manager-level direct reports, including monthly and annual performance reviews and individual performance management.
* Develop and prioritize strategic objectives and implement departmental goals.
* Recommend and drive positive changes to elevate customer experiences and business results.
* Collaborate with the appropriate teams (Legal, Compliance, IT, etc.) to review, modify, and implement policy, procedure and/or necessary workflow changes

What Does A Contact Center Manager Do At The Realreal

* Full spectrum of employee management and development: coaching, mentoring, training, hiring and termination.
* Identify, implement, monitor and report on key performance indicators.
* Handle escalated customer contacts; answer associate questions regarding policy and procedure.
* Develop efficient workflows to achieve contact center goals.
* Ensure work is completed within the agreed upon timeframes by prioritizing queues and assigning work.
* Collaborate with business partners (warehouse, merchandising, marketing, accounting, sales, etc.) to communicate issues or ideas for improvements.
* Identify solutions and implement changes.
* Develop and deliver relevant training to associates for technical learning as well as soft skill development.
* Weekend work may be required.
* Requirements
* years of contact center experience with 2 years in a luxury products/services environment.
* years of experience managing others.
* year of experience managing workflows.
* Leadership track record: ability to coach, mentor and develop direct reports.
* Able to maximize performance and create high levels of employee engagement.
* Ability to handle conflict and difficult conversations with ease and tact.
* Adept at diffusing anger and resolving concerns.
* Technical: Advanced proficiency with Microsoft Excel and Word.
* Excellent verbal and written communication skills.
* Ability to multi-task, set own priorities and work independently.
* Resourceful – able to accomplish goals with minimal resources and by partnering with others across the organization.
* Effectively manage work processes – including process improvement.
* Bachelor’s degree in related field or commensurate experience.
* Contact center tools/technology: phone systems (Avaya), ticketing or e-mail/chat systems (ZenDesk), CRMs, customer surveys, self-service portals, workforce management, etc

What Does A Contact Center Manager Do At Ingram Micro

* The Contact Center Program Manager is the primary interface in the US between various functional business units, business partners, Ingram Sales organizations, Ingram Information Systems, and the contact center (telecom, email, chat, collaboration tools, WebEx/teleconferencing, CRM, etc.) platforms for the US Technology Solutions business.
* This person will be responsible for facilitating, prioritizing, driving and communicating functional and technical requirements of system optimization strategies to the contact center platforms user community.
* This position must have an in-depth understanding of the technology, regulatory environment and user-specific requirements, as well as an understanding of the tools available in the marketplace.
* This position will lead the creation of proposed solutions; research and analysis; establishing metrics; recommending solution design and feasibility; and affecting change to ensure ongoing process improvement and/or system improvements.
* Position works with executive leadership and management on operational and business transformation projects and programs, as well as initiatives and strategic imperatives necessary to support the business via the contact center platforms

What Does A Contact Center Manager Do At Manpower Group

* Monitoring real-time contact center performance
* Reallocates resources throughout the day as necessary to ensure service level goals are achieved
* Analyzes workflow and staffing patterns to proactively manage capacity for inbound phone calls, case work, and other project work throughout the day.
* Communicates intraday schedule changes and recommendations to workforce optimization and business leaders.
* Managers phone queue assignments and priorities, modifying throughout the day as needed and making other adjustments according to business need.
* Provides recommendations for formal intraday contact center management processes and procedures as well as plans for scaling intraday support to other business areas
* Provides recommendations to department leadership to improve processes or implement business strategies based on observations and analysis Reporting and Analytics
* Responsible for running and updating daily, weekly, and monthly contact center reports
* Ability to review data for trends and succinctly summarize results in an easy to understand way
* Proactively and independently looks to solve business problems through analysis
* Responsible for formalizing and streamlining the departmental reporting processes
* Available as a resource to create reports and graphs on an ad hoc basis
* Frequently interacts with workforce optimization regarding department performance, staff modeling, reporting needs and other types of analysis Project Management Support
* Recommends and leads process improvement initiatives
* Participates in assigned projects and helps develop project deliverables
* Helps to track best practice implementations across multiple business areas including serving as a general resource around contact center best practices Reporting, Process improvement and additional duties and responsibilities as assigned

What Does A Contact Center Manager Do At Peckham, Inc.

* Provide departmental leadership in the Contact Center.
* Works with other call center leaders and support teams to coordinate daily work assignments and workflow.
* Has day to day tactical responsibility to execute and ensure teams and program meets service levels.
* Utilize tools available to monitors calls, track, and analyze performance of assigned teams and overall center.
* Report team performance and create action plans when/if falling below goal.
* Interview and recommend hiring Contact Center staff when needed
* Conducts one on one and team meetings to ensure consistent feedback is given to staff and team members.
* Complete and deliver timely employee performance appraisals and action plans
* Develops plans to meet short-term objectives
* Assist in the development of call center best practices and opportunities for improvement
* Maintain a safe and clean work environment
* Promote Peckham’s vision, values, and services to all customers and stakeholders
* Assist in maintaining organization wide quality standards
* Miscellaneous duties as assigned
* CONTACT CENTER SHIFT LEAD RESPONSIBILITIES
* This position supervises contact center supervisors and team members.
* COMMENTS
* This position requires passing and maintaining federal and state security background checks.
* U.S.
* Citizenship required due to security clearances.
* Must have access to reliable transportation and must maintain an unrestricted driver’s license and possess a clear driving record (in accordance with company insurance policy) to drive the company vehicle

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Contact Center Manager Demographics

Gender

Female

50.4%

Male

48.0%

Unknown

1.6%
Ethnicity

White

60.7%

Hispanic or Latino

17.1%

Black or African American

10.2%

Asian

8.2%

Unknown

3.7%
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Foreign Languages Spoken

Spanish

56.5%

French

10.9%

Portuguese

6.5%

Russian

6.5%

Hindi

4.3%

Czech

2.2%

Japanese

2.2%

German

2.2%

Carrier

2.2%

Tagalog

2.2%

Arabic

2.2%

Bengali

2.2%
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Contact Center Manager Education

Schools

University of Phoenix

33.1%

Capella University

6.0%

American InterContinental University

5.3%

Liberty University

5.3%

University of Houston

4.5%

Arizona State University

3.8%

DePaul University

3.8%

Weber State University

3.8%

Grand Canyon University

3.8%

Syracuse University

3.0%

Ashford University

3.0%

University of Central Oklahoma

3.0%

University of Texas at Dallas

3.0%

George Mason University

3.0%

University of Florida

3.0%

Florida State University

3.0%

Kaplan University

3.0%

National University

2.3%

Villanova University

2.3%

Brigham Young University

2.3%
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Majors

Business

43.5%

Management

6.5%

Marketing

5.1%

Psychology

4.9%

Communication

3.9%

Criminal Justice

3.5%

Finance

3.1%

Education

2.9%

History

2.9%

Computer Science

2.7%

Accounting

2.7%

Human Resources Management

2.5%

English

2.4%

Health Care Administration

2.2%

Computer Information Systems

2.2%

Political Science

2.0%

Project Management

1.8%

Operations Management

1.8%

General Education, Specific Areas

1.8%

Electrical Engineering

1.6%
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Degrees

Bachelors

42.4%

Other

27.2%

Masters

17.6%

Associate

7.3%

Certificate

4.2%

Doctorate

0.6%

License

0.5%

Diploma

0.1%
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Top Skills for A Contact Center Manager

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  1. Customer Service Representatives
  2. Phone Calls
  3. Performance Reviews
You can check out examples of real life uses of top skills on resumes here:
  • Communicate all needed information for the customer service representatives to be successful and deliver complete and accurate information.
  • Worked in the District office and answered a high volume of phone calls from customers and agents.
  • Managed employee relations, FMLA, performance reviews, progressive discipline, interviewing, hiring and training of new employees.
  • Used metrics reporting and industry leading service level objectives to establish clear employee performance expectations and accountability for business results.
  • Evaluated and analyzed quantitative and qualitative performance results to ensure sustained employee performance and customer satisfaction.

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