Experienced Call Center Manager
On-siteWichita, Kansas, United States
Wichita, Kansas, United StatesOn-siteFull TimeSenior LevelBachelors DegreeLarge
Full TimeSenior LevelBachelors DegreeLarge
Job Summary
Oversee daily operations of the contact center, ensuring KPIs and SLAs are consistently met. Lead and mentor supervisors, team leads, and support staff while analyzing performance data to implement improvement strategies. Collaborate with clients to align on goals, manage workforce planning and scheduling, and drive employee engagement and retention. Ensure compliance with company policies and client requirements while fostering a team-oriented culture that supports continuous learning and internal promotions.
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 background and drug screening
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