Contact Center Manager

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Contact Center Manager in Biloxi, MS.

What You'll Do

The Contact Center Manager is responsible for the daily operations of an omni-channel contact center team including hiring, coaching, and development to meet customer service standards and maximize efficiency. This position will design and implement processes by evaluating KPI's and operational data to ensure that expected business results are met.

Your Job Will Include

• Develop direct report team to hire, coach and motivate employees to maintain exceptional customer service, support a strong career path and reinforce a positive culture.
• Work with other stakeholders to audit curriculum, assist human resources and ensure staffing is optimized.
• Actively drive for improvement of existing processes and implement initiatives throughout the contact center(s) and other departments.
• Monitor agent work performance and track KPI's to maximize team effectiveness and productivity. Conduct performance reviews and take appropriate disciplinary action as necessary.
• Partner with the senior leadership to define and develop strategy.
• Other duties as needed

Experience & Skills You Need

In return for your excellent skills and abilities, we offer a comprehensive benefits package including : medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.

As an Equal Opportunity Employer, we welcome and thank all applicants.