Contact Center Operations Manager

D.H. Pace Company Inc. is hiring a Contact Center Operations Manager in Olathe, KS . The Contact Center Operations Manager oversees the daily functions of the contact center, ensuring optimal performance and exceptional customer service.

This role involves managing staff, optimizing workflows, and analyzing performance metrics to drive continuous improvement.

The manager collaborates with cross-functional teams to implement strategies that enhance efficiency, customer satisfaction, and overall operational effectiveness.

Primary Responsibilities :

• Oversee Daily Operations : Ensure team performance meets customer satisfaction and company goals.
• Lead and Develop Team : Mentor and motivate team members to retain top talent and support their growth.
• Monitor KPIs : Track key performance indicators to ensure compliance, cost-effectiveness, and alignment with strategies.
• Coach and Support : Use data and observations to provide feedback and support for quality performance.
• Implement Best Practices & SOPs : Work with the team to ensure consistency, introduce operational improvements, and create and update customer service procedures.
• Manage HR related Tasks : Oversee scheduling, attendance, hiring, training, and HR processes like onboarding and performance management.
• Take on additional tasks and projects as assigned.

Experience and Education :

• Bachelor's degree or relevant work experience demonstrating equivalent qualifications
• A minimum of 5 years in customer service or contact center roles
• Over 3 years of experience in a leadership or managerial position
• Strong understanding of the contact center environment and the key levers to enhance performance and achieve targets
• Demonstrated experience in developing team members through effective coaching, actionable feedback, and direct leadership

Why DH Pace?

DH Pace Company, Inc. - Privately owned over 95 years with 50+ locations in 24 States and company-wide 2023 Sales $1 billion.

Distribution, construction, and service organization that offers customers a complete range of door and door related products, including commercial security integration

Our benefit offerings include :

• Medical, dental, and vision options : Available on the 1stday of the month following your start date!
• Paid time off plan : 13 days accrued annually during your 1styear; 16 days accrued during your 2ndyear!
• Paid Holidays : New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
• Floating Holidays : Up to 2 floating holidays per year
• Competitive compensation : Including annual performance evaluations!
• 401k retirement plan : Including an employer match!
• Company paid : Life insurance, short-term disability, & long-term disability
• and more!

Successful completion of references, employment verifications, background check, and drug screen required in advance of hire.

LI-LK1

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)