Manager, Contact Center Job Description

Manager, Contact Center Job Description

179 votes for Manager, Contact Center
Manager, contact center provides information and suggestions to MTM administration on changes or revisions that need to be made to MTM Provider Guidelines and Protocols.

Manager, Contact Center Duties & Responsibilities

To write an effective manager, contact center job description, begin by listing detailed duties, responsibilities and expectations. We have included manager, contact center job description templates that you can modify and use.

Sample responsibilities for this position include:

Responds to escalated customer problems and inquiries and ensure issues are resolved quickly and accurately, which requires in-depth knowledge of products and services
Lead and/or support community projects
Responsible for contact center operations and technology and translate technology concepts into business objectives
Responsible for large scale contact center telephony implementations such as call routing (ACD & IVR), dialer, chat & email processing, work force management, call recording
Understand broader technology concerns such as data networking, desktop, databases, and application integration
Responsible for all aspects of project life cycle from planning and business requirements gathering through user acceptance testing, deployment and ongoing support
Regularly interact with business partners to shape customer experience and improve efficiency through design and process improvement
Function as a direct counterpart to IT overseeing the Contact Center IT Project Portfolio
Partner with Contact Center management on new projects and system status
Ensures proper training of the Contact Center Reps

Manager, Contact Center Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Manager, Contact Center

List any licenses or certifications required by the position: PMP, ITIL, PM, HR, DMAIC, CTC, CTA, CIPP, FPC, CPP

Education for Manager, Contact Center

Typically a job would require a certain level of education.

Employers hiring for the manager, contact center job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Education, Management, Business/Administration, Leadership, Engineering, Computer Science, Technical, Finance, Nursing

Skills for Manager, Contact Center

Desired skills for manager, contact center include:

MTM protocols
Personnel policies
Products and services
Transportation Provider Network system
Competition’s relevant product
Healthcare industry
Telephony infrastructure

Desired experience for manager, contact center includes:

Expert level knowledge of processes and procedures their impacts on the line of business
Montiors live and recorded Contact Center Reps calls providing constructive feedback in a timely manner
Coaches and mentors the team while maintaining departmental standards
Ensures performance goals are realistic and achievement is maintained
Oversee departmental communications between Contact Center Reps and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives
Coordinate efforts to improve quality of service in the department

Manager, Contact Center Examples


Manager, Contact Center Job Description

Job Description Example
Our growing company is looking for a manager, contact center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, contact center
  • Develop Internal Audit policy, procedure, and methods, and establish internal audit standards
  • Conduct operational audits for the contact center (phone calls and application processing) and print shop
  • Review staff work to ensure adherence with documented internal processes
  • Identify risks, assess controls and maintain ongoing oversight of related operational activities
  • Drive significant process changes and re-engineering efforts throughout the organization to monitor impacts to the control environment
  • Aid in the training of new operational staff
  • The Member Contact Center Manager’s success is measured by the department’s ability to meet/exceed key contact center metrics including remarkable service levels and turn times, low abandonment rates, and top notch member service ratings
  • The successful Member Contact Center Manager is continually leading, inspiring, and cultivating a highly engaged team towards the achievement of organizational goals
  • Responsible for human resource objectives of recruiting, training, counseling, compensation actions, writing and delivering annual performance reviews, and enforcing policies and procedures
  • Monitor contact center trends and continuously look for ways to add value to the membership through improving the contact center experience
Qualifications for manager, contact center
  • 2+ years of supervisory experience in a call center
  • Eexcellent interpersonal and communication skills
  • Outstanding telephone service skills and etiquette
  • Excellent coaching and staff development skills
  • Effectively motivates others to perform well at peak levels during high call volume
  • Successfully manages staff under stress

Manager, Contact Center Job Description

Job Description Example
Our company is looking for a manager, contact center. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for manager, contact center
  • Track call quality trends and recommend training to consistently improve member service and experience
  • Develop operational procedures for the contact center
  • Design hassle-free experiences for members obtaining new accounts and/or loans via both the contact center and digital channels
  • Coach employees and develop skills in conducting needs based assessments
  • Provide analysis of department-wide performance metrics
  • Work with Fulfillment Center and Contact Center Sr
  • Identifies and partners with contact center leadership across all locations to communicate performance metrics that are derived from business execution success strategies outside standards of contact center excellence
  • Works closely with Client Education team to align curricula with company and customer objectives and ensures training effectiveness through feedback from customers, employees, and business leaders
  • Manages, evaluates and coaches instructors and trainers for effectiveness in the classroom
  • Analyzes call forecasts to project training requirements to meet workforce needs and creates training schedules to meet business unit forecast
Qualifications for manager, contact center
  • Knowledge of life products and/or life insurance industry experience is preferred
  • Bachelor’s degree in Business, Economics, Psychology or related field
  • 5+ years of leadership experience in contact center quality assurance practices
  • 3+ years audit experience, including knowledge of processes, risks, and internal controls
  • Strong understanding of call center, outbound survey research, and fulfillment quality practices
  • The successful candidate will have at minimum 8 years experience in a call routing or IVR environment

Manager, Contact Center Job Description

Job Description Example
Our company is looking for a manager, contact center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, contact center
  • Translate customer requirements into low level System and Application Design
  • Build high performing, highly engaged teams
  • Manage all inbound channels for MANILA Service Center’s HR GS Customers (Phone, web forms, email, fax, chat, ) maintaining proper staffing levels and team member training required for achieving targeted performance standards and service level agreements
  • Manage complex programs and program implementations in the call center supporting business strategies
  • Partner with support departments both domestic and global to develop and implement best solutions, and communicate success
  • Ability to create, understand, and present program level analytics
  • Identify risks and provide options to solve or mitigate
  • Achieve the operational KPI’s that are established in the client contracts internal goals while avoiding adverse effects to other lines of business
  • Provide business intelligence to all stakeholders
  • Produce data-driven program recommendations, roadmapping, and as needed, sunset strategies
Qualifications for manager, contact center
  • Process improvement and policies and procedures writing skills
  • Experience with designing, implementing, and sustaining a successful quality assurance program
  • This position has responsibility for both Merced and Sacramento locations
  • Diploma of post-secondary education in accounting, statistics, human resources, business administration or any related field, three to five years of experience in the position of manager
  • Experience leading complex global projects and associated change management – such as volume migrations across multiple locations, infrastructural changes, and/or software development and deployments
  • College Bachelors Degree Required

Manager, Contact Center Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of manager, contact center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, contact center
  • Publish and read-out regular reports to all stakeholders and executives
  • Ensure audit and compliance requirements are met, by partnering with our compliance and governance teams
  • Responsible for program level contract review and to ensure adherence
  • Leads the Contact Center planning and staffing process
  • Accountable for timely delivery of agent schedules developed by Workforce Analysts
  • Oversees intra-day staffing and service, including analysis of real-time workload and call routing to manage performance to service level requirements
  • Works in partnership with Contact Center Management, Quality, Training, and Operational teams to coordinate the hiring and training of new employees, the ongoing development and multi-skill training for existing employees
  • Effectively leads professional staff to ensure efficient utilization and development of resources
  • Monthly analysis on agent productivity, particularly for offshore vendors
  • Providing ongoing analytics, insight and summarization of Client Contact Center financials
Qualifications for manager, contact center
  • Outbound/Dialer experience an asset
  • 7+ years in the Quality Assurance sub-discipline of Service Operations
  • Ability to analyze data, create plan for behavior change, and consult with global leaders and teams to facilitate implementation
  • Understanding of call recording technology and call center contact management systems
  • The ability to act quickly, stabilize escalated situations, multitask, and manage frequent changes
  • Flexible schedule and ability to work evenings and weekends

Manager, Contact Center Job Description

Job Description Example
Our company is looking to fill the role of manager, contact center. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for manager, contact center
  • Provide regular feedback and direction to associates regarding team and personal performance
  • Provide the Sr
  • Monitors and evaluates performance, writes performance appraisals and provides corrective actions as needed
  • Recommend changes to policies and establishes procedures and assist in the implementation of process improvements when necessary
  • Operational activities/projects for direct reports related to support of adverse event, product complaint collection and response to medical information inquiries
  • Effectively communicate by actively listening to communicate clearly and establish rapport with customers, colleagues, and interdepartmental groups
  • Collect and review relevant metrics to ensure operational efficiency meets established goals
  • Develops team members to increase skills and capabilities for organizational effectiveness
  • Mentor operations supervisors
  • Oversees a team of Quality Specialists that reviews Contact Center calls
Qualifications for manager, contact center
  • Oversees resolution of employee relations issues
  • Works with Call Center Director to develop
  • Demonstrated understanding of operating a call
  • Ability to motivate employees, handle difficult
  • Previous experience managing Dept
  • Minimum of seven years in a contact/call center

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