Manager, Contact Center Performance
 JLL | |
 United States, Pennsylvania, Harrisburg | |
 Nov 15, 2024 | |
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Location: Must be located in the Pittsburgh, PA region working a HYBRID work schedule.
We are seeking a highly motivated and experienced Manager, Contact Center Performance to drive the performance and productivity of our call center operations. The successful candidate will be responsible for driving excellence in contact center metrics, including service level, customer satisfaction, average handle time, quality assurance and employee productivity. This role requires strong analytical skills, exceptional training and coaching abilities, and a passion for delivering outstanding customer experiences. The Manager, Contact Center Performance will work closely with call center agents, team leaders, and senior management to optimize call center efficiency and ensure customer satisfaction goals are met. Responsibilities Partner with contact center leaders to implement performance management strategies to drive improved contact center performance and achieve business goals. Monitor call center metrics and key performance indicators (KPIs) to identify areas for improvement and develop action plans to address performance gaps. Support a team of call center agents and team leaders, providing ongoing coaching and feedback to drive performance and enhance customer interactions. Conduct quality assurance evaluations by monitoring and reviewing recorded calls, auditing offline tasks, identifying strengths and areas for improvement, and providing constructive feedback to agents and contact center leaders. Serve as a subject matter expert on all standard operating procedures in the contact center environment. Create and implement training and development programs to enhance agent skills and knowledge, ensuring compliance with company policies and procedures. Collaborate with cross-functional teams to identify process improvements, technology enhancements, and training needs that will contribute to contact center efficiency and customer satisfaction. Prepare and present reports on contact center performance, including trends, insights, and recommendations, to senior management. Stay up-to-date with industry best practices, new technologies, and emerging trends in call center management and customer service. Manage a library of governance documentation, including standard operating procedures and playbook material for the team. Requirements Bachelor's degree in Business Administration, Communications, or a related field, or a minimum of 5 years of contact center or BPO experience in lieu of degree (Preferred) Must be located in the Pittsburgh, PA region and be capable of working in a hybrid (office / home office) capacity. Minimum expectation is 1 day per week onsite, with situational business need occasionally requiring multiple consecutive days onsite for training and initiative implementation. Proven track record of driving contact center performance improvements, meeting or exceeding KPIs. Strong analytical skills with the ability to interpret data and provide actionable insights. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior management. Proficient in contact center software and technologies, such as call monitoring and workforce management tools. Solid understanding of contact center metrics, service level agreements, and customer experience requirements. | |