ITCON Services
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Site Manager - Contact Center
role at
ITCON Services .
ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA experience to join our team. A Site Manager in a contact center, also known as a Call Center Manager, is responsible for overseeing day‑to‑day operations, managing staff, setting performance targets, ensuring operational efficiency, and maintaining excellent customer service. This role requires strong leadership, communication, analytical, and motivational skills, along with a deep understanding of call‑center metrics and processes.
Key Responsibilities And Qualifications
Staff Management:
Recruiting, training, motivating, and coaching agents to achieve performance goals.
Operational Oversight:
Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency.
Performance Management:
Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures.
Customer Focus:
Building relationships with customers and agents, resolving issues, and ensuring high‑quality customer service.
Strategic Planning:
Contributing to the strategic direction of the contact center and collaborating with other departments.
Technical Proficiency:
Familiarity with call center software, dialer systems, and CRM integration is beneficial.
Qualifications:
Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable. Specific industry experience may also be relevant.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Construction and Business Consulting and Services
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Site Manager - Contact Center
role at
ITCON Services .
ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA experience to join our team. A Site Manager in a contact center, also known as a Call Center Manager, is responsible for overseeing day‑to‑day operations, managing staff, setting performance targets, ensuring operational efficiency, and maintaining excellent customer service. This role requires strong leadership, communication, analytical, and motivational skills, along with a deep understanding of call‑center metrics and processes.
Key Responsibilities And Qualifications
Staff Management:
Recruiting, training, motivating, and coaching agents to achieve performance goals.
Operational Oversight:
Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency.
Performance Management:
Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures.
Customer Focus:
Building relationships with customers and agents, resolving issues, and ensuring high‑quality customer service.
Strategic Planning:
Contributing to the strategic direction of the contact center and collaborating with other departments.
Technical Proficiency:
Familiarity with call center software, dialer systems, and CRM integration is beneficial.
Qualifications:
Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable. Specific industry experience may also be relevant.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Other
Industries Construction and Business Consulting and Services
#J-18808-Ljbffr