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Site Manager - Contact Center
ITCON Services • Washington Highlands, District of Columbia, United States
About the Role
ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.
A Site Manager in a contact center, often synonymous with a Call Center Manager, is responsible for overseeing the day-to-day operations of a contact center, including managing staff, setting and monitoring performance targets, ensuring operational efficiency and effectiveness, 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:
A Site Manager in a contact center, often synonymous with a Call Center Manager, is responsible for overseeing the day-to-day operations of a contact center, including managing staff, setting and monitoring performance targets, ensuring operational efficiency and effectiveness, 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.
- Operati...
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