Contact Center Manager
On-siteKilleen, Texas, United States
Killeen, Texas, United StatesOn-siteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Manage overall contact center operations, including staffing, performance, and service delivery, while leading and mentoring team leaders to achieve KPIs and SLAs. Collaborate with clients to understand business needs, analyze operational data, and implement strategies to improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management, ensuring compliance with company policies and regulatory standards. Prepare and present performance reports to senior leadership and clients.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 3+ years of experience in a contact center leadership role
- Proven ability to manage large teams and complex operations
- Strong understanding of contact center metrics, tools, and technologies
- Excellent leadership, communication, and problem-solving skills
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Bachelor's degree in Business, Operations, or a related field (preferred)
- Experience working with international clients is a plus
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
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