Contact Center Manager
On-siteLas Cruces, New Mexico, United States
Job Summary
Manage overall contact center operations, including staffing, performance, and service delivery. Lead and mentor team leaders, supervisors, and support staff to achieve KPIs and SLAs. Collaborate with clients to understand business needs and ensure alignment with service goals. Analyze operational data and implement strategies to improve efficiency and customer satisfaction. Drive continuous improvement initiatives across training, quality, and workforce management. Ensure compliance with company policies, client requirements, and regulatory standards. Prepare and present performance reports to senior leadership and clients.
Required Qualifications
- 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.
- Bachelor's degree in Business, Operations, or a related field (preferred).
- 3+ years of experience in a contact center leadership role, preferably in a BPO environment.
- 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.
Desired Qualifications
- 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 to drug screening. Job offers are contingent on drug screening results. (Does not apply in Canada)
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