Experienced Call Center Manager
On-siteLas Cruces, New Mexico, United States
Las Cruces, New Mexico, United StatesOn-siteFull TimeBachelors DegreeLarge
Full TimeBachelors DegreeLarge
Job Summary
Oversee daily contact center operations to ensure KPIs and SLAs are consistently met, leading and mentoring supervisors, team leads, and support staff. Analyze performance data to implement improvement strategies while collaborating with clients to align on goals and service delivery expectations. Manage workforce planning, scheduling, and resource allocation to drive employee engagement, retention, and professional development. Ensure compliance with company policies and client requirements across multiple accounts.
Required Qualifications
- Bachelor's degree in Business, Operations, or a related field
- 5+ years of experience in a contact center
- at least 2 years in a management role
- Strong leadership, analytical, and communication skills
- Proficiency in contact center tools, CRM systems, and reporting platforms
- Experience managing multiple teams or campaigns
- 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
Additional Requirements
- Must be authorized to work in the country where the job is based.
- Must be willing to submit to drug screening.
- Must be willing to submit to a LEVEL II background and/or security investigation with a fingerprint.
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