Job Description

Job Overview:

The Contact Center Manager will oversee the daily operations of the customer contact center, ensuring high levels of service, efficiency, and customer satisfaction. This role will be responsible for managing inbound and outbound call operations, scheduling field technicians, optimizing workflows, and leading a team of customer service representatives. The ideal candidate has experience in a fast-paced, service-based industry with a strong focus on operational excellence, team leadership, and technology-driven customer support.

Key Responsibilities:

Contact Center Operations Management

• Oversee the daily operations of the contact center, including call handling, appointment scheduling, and dispatching field technicians.
• Implement and monitor KPIs such as call resolution time, customer satisfaction scores (CSAT), and first-call resolution rates.
• Develop and enforce contact center policies, ensuring efficiency and high-quality service.
• Optimize workforce planning, ensuring adequate staffing levels during peak hours.

Customer Experience & Service Optimization

• Maintain a high level of customer satisfaction by ensuring professional, friendly, and effective communication.
• Develop and implement strategies to improve customer experience and reduce service response times.
• Work closely with field technicians to ensure seamless scheduling, dispatching, and service execution.
• Handle escalations and resolve complex customer issues efficiently.

Team Leadership & Development

• Recruit, train, and develop a team of customer service representatives and dispatch coordinators.
• Provide ongoing coaching, performance feedback, and professional development opportunities.
• Foster a culture of accountability, teamwork, and continuous improvement within the contact center.

Technology & Process Improvement

• Utilize and optimize CRM, scheduling, and dispatching software to improve efficiency.
• Identify and implement automation and AI-driven solutions to enhance customer interactions.
• Continuously evaluate and refine processes to improve call center performance and reduce operational costs.
• Collaborate with IT and operations teams to ensure seamless integration of contact center systems.

Reporting & Performance Analysis

• Monitor and analyze contact center metrics to identify trends and areas for improvement.
• Prepare and present regular reports on team performance, customer feedback, and operational challenges.
• Develop action plans based on data insights to improve service levels and operational efficiency.

Qualifications & Experience:

• Education: Bachelor’s degree in Business, Communications, or a related field preferred.
• Experience:
  • 5+ years of experience managing a contact center, preferably in a service-based or field service business.
  • Experience handling customer scheduling, dispatching, and workforce coordination.
  • Strong leadership and team management skills, with experience in coaching and developing staff.
• Skills:
  • Excellent problem-solving and conflict resolution skills.
  • Strong understanding of CRM, call center software, and workforce management tools.
  • Ability to analyze data and implement process improvements.
  • Exceptional communication and interpersonal skills.

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