Highlight is seeking an experienced Operations Site Manager to oversee a fast paced contact center for a federal customer.
Responsibilities
Manage operations for a high volume contact center
Responsible for managing and reporting on contact center performance measures
Plan and execute all contact center operations
Qualifications
- 6+ years experience managing high paced contact center operations
- Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, standard operating procedures, and conflict resolution and CSR training.
- Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools
- Exceptional customer service skills
- Prior workforce management experience
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ISN is seeking a highly skilled Operations Site Manager who will be responsibe for overseeing operations of a large, high-volume government omni channel contact center. This individual will make sure there is adequate staff at all times as well as planning and execution of all operations of a high-v...
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Highlight is seeking an experienced Operations Site Manager to oversee a fast paced contact center for a federal customer. Manage operations for a high volume contact center. Plan and execute all contact center operations. Expertise in contact center performance measures, customer relationship manag...
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