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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

  • $52,630

    Average Salary

What Does A Contact Center Manager Do At Kelly Services

* Will train 4 weeks before going live._
* Helping employees navigate the new expense system. _New system goes up 2/20._
* Will go through daily status calls to pick up on trends and get a gauge of how effective the new system is going. Helping customers with troubleshooting issues.
* On the phone and dealing with people who are new to using a new system
* Employees on the supply chain team that will train the reps on how concur works.
* Workers will report to a team lead

What Does A Contact Center Manager Do At Cisco

* Ability to work independently to turn contact center enterprise business requirements into technical solutionsCollaborate with the sales and product teams to influence architecture evolution.
* Develop High and low-level design and bill-of-materials for new designs.
* Able to relay technical information to both technical and executive personnel.
* Provide support across multiple functions.
* Provide support to engineering and operations teams for complex design integrations.
* Deliver training to operations teams.
* Conduct technical interviews

What Does A Contact Center Manager Do At AXA

* Coach and develop each representative on his or her communication/interaction with the client or the advisor.
* Utilizing coaching and mentoring as needed, he / she will conduct one-on-one sessions on a regular basis to determine best steps to improve performance in order to meet their goals.
* In addition they should promote the continued behaviors of those associates performing above goal. (Attendance, Schedule Adherence, After Call Work, ect.) Host bi-weekly team meetings.
* Support and work with their Coach in conducting and delivering formal quality evaluations on a regular basis.
* Responsible for promotions/salary actions, recruiting/ hiring and terminations.
* Manage overtime, headcount and recognition budgets for assigned area.
* Collaborate with HR business partners to administer timely performance management action as needed.
* Work with Coach(s) and organizational training team to identify training needs.
* Review progress and resolve issues through regular meetings and discussions
* Contribute & implement a recognition/reward program for your direct reports with concurrence of Contact Center Division Manager.
* Appropriately use AXA programs to recognize/reward within and outside immediate team.
* Engage with departmental projects, technology installs, process improvement initiatives and other key business partners and share this information with your team and peers.
* Work with Scheduling & Forecasting to make and implement real-time decisions in order to meet staffing goals

What Does A Contact Center Manager Do At Travelers

* The candidate will be a member of the Contact Center Technology Infrastructure Team.
* As a member of this team, they will be responsible for specific technologies based on their experience and Traveler’s needs.
* As a subject matter expert of one or more of the following technologies (Genesys IVR, CIM, eServices, Verint, Aspect) they will be expected to manage the service which includes conducting currency upgrades, responding and resolving any incident or problems, integrations to other products, expert knowledge of the data and industry knowledge of the technology space.
* They will be responsible for the software application and the hardware to support the solution in a dual data center VOIP environment.
* They will also be responsible for communicating and collaborating with the applicable vendors as needed.
* In addition they will be responsible for working with other technology areas at Travelers as necessary to perform their duties.
* Preferred location is Hartford, CT.
* Job Opening ID:
* BR
* Environmental/Work Schedules/Other:
* Weekend work hours, Overnight work hours, and Holiday work hours (Federal and religious) as needed.
* Preferred location is Hartford, CT.
* Equal Employment Opportunity Statement:
* Travelers is an equal opportunity employer

What Does A Contact Center Manager Do At J.B. Hunt Transport

* Duties and tasks are standardized - covered by specific instructions and supplemented as needed by a supervisor in the same work area.
* Performs basic clerical office work such as document processing, record-keeping, data entry and report compilation.
* Resolves routine questions and refers more complex issues to higher levels.
* Job Description:
* Responsibilities:
* Answer incoming telephone calls and route them to the appropriate person or department in a timely and professional manner.
* Route incoming emails to the appropriate person or department
* Process Proof of Delivery Requests received via phone or email by reaching out to drivers, managers or customers to obtain a signed copy of the bill of lading.
* Foster excellent communication by assisting customers calling in to track a shipment for a location or arrival update and drivers calling for shipment reference numbers.
* Assist Customer Experience Teams with tracking and tracing requests to increase operational efficiency.
* Qualifications
* High school diploma Minimum 17 years of age and a high school diploma or GED, or currently enrolled in a high school program in good standing with a GPA of 3
* preferred, or one to two years general office experience.
* Strong telephone customer service with multi-line telephone experience
* Basic knowledge of computers and MS Office

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Contact Center Manager Demographics

Gender

  • Female

    51.5%
  • Male

    46.6%
  • Unknown

    1.9%

Ethnicity

  • White

    77.9%
  • Hispanic or Latino

    11.8%
  • Asian

    7.9%
  • Unknown

    1.8%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    58.9%
  • French

    10.7%
  • Portuguese

    7.1%
  • Japanese

    3.6%
  • Hindi

    3.6%
  • Tagalog

    3.6%
  • Russian

    3.6%
  • Czech

    1.8%
  • German

    1.8%
  • Carrier

    1.8%
  • Arabic

    1.8%
  • Bengali

    1.8%
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Contact Center Manager Education

Contact Center Manager

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Top Skills for A Contact Center Manager

CustomerServiceRepresentativesSuperviseServiceLevelCustomerSatisfactionWorkforceManagementFinancialEmailKeyPerformanceIndicatorsProcessImprovementDirectReportsPerformanceManagementContactCentersResourcePerformanceReviewsAvayaAdditionalIVRDailyOperationsCRMProjectManagement

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Top Contact Center Manager Skills

  1. Customer Service Representatives
  2. Supervise
  3. Service Level
You can check out examples of real life uses of top skills on resumes here:
  • Provided leadership and development for 7 exempt level managers and over 100 non-exempt customer service representatives.
  • Planned, organized and supervised all activities related to the staffing, training and metrics reporting.
  • 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.
  • Worked cross functionally with the workforce management to maximize the effectiveness of employees and ensure maximum productivity during peak hours.

Top Contact Center Manager Employers

Contact Center Manager Videos

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