Contact Center Manager - Remote Work

? *Job Title:** Contact Center Manager - Remote Work
? *Company:** Verizon
? *Location:** Columbus, Ohio, US...
? *Job Type:** Part-time
? *Seniority Level:** Mid-to-Senior Level
? *Years of Experience:** 8
? *Job Description:**

Verizon is seeking an experienced and motivated Contact Center Manager to join our team in a remote capacity. This role will be instrumental in ensuring our contact center operates efficiently while delivering exceptional customer service. The ideal candidate will bring a wealth of experience, dedication, and confidence to the role, fostering a collaborative and high-performing environment. ? *Key Responsibilities:**

• **Team Leadership:** Provide visionary leadership to the contact center agents and team supervisors. Inspire and motivate staff to achieve individual and team performance goals, while cultivating a cohesive team environment that encourages collaboration and cooperation.

• **Operational Management:** Oversee daily operations of the contact center, ensuring adherence to quality standards, service level agreements, and operational goals. Implement effective strategies to improve overall contact center performance and service delivery.

• **Performance Metrics and Reporting:** Develop, analyze, and report key performance indicators (KPIs) to measure the success of the contact center. Utilize analytics to identify trends, drive decision-making, and propose process improvements.

• **Project Management:** Lead and manage multiple projects simultaneously, ensuring timely completion within budget and scope. Collaborate with cross-functional teams to implement new initiatives that enhance productivity and foster operational excellence.

• **Training and Development:** Design and implement comprehensive training programs for new hires and ongoing development for existing staff. Foster a culture of continuous learning and improvement within the team.

• **Customer Experience Enhancement:** Act as a key driver in enhancing the customer experience by implementing best practices and leveraging feedback to identify areas for improvement.

• **Problem Resolution:** Manage escalated customer complaints and concerns effectively, employing conflict resolution skills to achieve satisfactory outcomes.

• **Budget Management:** Assist in developing and managing the contact center budget, ensuring cost-effective operations while maintaining service quality.

• **Stakeholder Communication:** Serve as the primary point of contact for all internal and external stakeholders. Facilitate communication regarding operational updates, performance results, and strategic initiatives.
? *Requirements:**

• **Education and Experience:** Bachelor?s degree in Business Administration, Management, or a related field. A minimum of 8 years of experience in contact center management or a similar role, with a proven track record of success in leading teams and improving operations.

• **Personality Traits:**
• Dedicated: Demonstrates a strong commitment to achieving organizational goals and delivering unparalleled service.
• Confident: Exhibits self-assurance in decision-making, strategizing, and leading teams effectively.

• **Soft Skills:**
• Cooperation: Works collaboratively within teams and across departments to achieve common objectives.
• Project Management: Strong organizational skills with the ability to manage various projects from inception to completion, ensuring alignment with organizational goals.

• **Technical Skills:** Proficient in contact center technology, customer relationship management (CRM) systems, and workforce management software. Strong analytical skills and experience with data-driven decision-making.

• **Remote Work Capabilities:** Ability to work independently in a remote environment while fostering engagement and collaboration among team members.

• **Availability:** Ability to work flexible hours as required, including evenings and weekends.
? *Benefits:**

• Competitive medical coverage
• Joining Bonus
• Remote work flexibility
? *Working Environment:**

At Verizon, we are committed to pursuing excellence in every endeavor, setting a high standard for achievement. Our team thrives on collaboration, innovation, and a dedication to providing the best customer experience possible.
? *Application Deadline:** October 22, 2024
? *Equal Opportunity Statement:**

Verizon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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