- Leader of assigned Contact Center teams
- Knowledge Center metric performance and daily management
- Drives team excellence through established KPIs
- Focuses on and improves operational processes and gaps
- Has a continuous improvement mindset
- Champions the customer experience
- Guides the teams in establishing standard work
- Accountable for escalation response oversight for assigned teams
- Responsible for efficiency improvements and implementation of strategic operations initiatives
- Leads team in continuous customer experience improvements.
- Accountable for coaching and development of team leaders
- Drive employee engagement and retention
- Responsible for assets, expenses and ensures operating budgets are met
- Responsible for performance reviews, counseling/disciplinary actions, and additional personnel decisions
- Establishes policies and procedures to meet a high-quality standard
- Performs all other duties assigned by upper management and executive leadership teams
- Regular performance updates and presentations to upper and executive leadership teams
Required Skills / Qualifications
- Education: Bachelors Degree Preferred
- Experience: Minimum 3+ years of managerial level experience with an emphasis on leadership development and process improvement
- Leadership: Proven ability to manage, motivate, and coach a diverse team in a fast-paced, high-volume contact center environment. Prior supervisory or team lead experience required.
- Analytical & Data-Driven: Solid ability to interpret dashboards, reports, and real-time metrics to make informed operational decisions.
- Customer-Centric Mindset: Ability to understand customer needs, incorporate feedback, and align team behavior with service expectations.
- Communication Skills: Excellent verbal and written communication skills in English; ability to communicate clearly with team members, managers, and customers.
- Decision-Making: Sound judgment in managing workload fluctuations, escalations, and competing priorities