🛠 Tech Stack

💼 About This Role

You'll assist in supervising the contact center's daily activities and ensure staff are trained and adhere to policies. You'll manage team performance and analyze contact center statistics to improve customer service metrics with a focus on operational excellence.

🎯 What You'll Do

• Direct contact center day-to-day activities
• Manage team workflow, performance, and compliance
• Collect and analyze contact center statistics
• Deliver resource planning to maximize productivity

📋 Requirements

• High School Diploma or equivalent
• 4+ years of customer service experience
• 2+ years leading front-line employees
• Experience in a contact center environment

✨ Nice to Have

• BA/BS Degree preferred
• Proficiency with Five9, ZenDesk, Satisfi, Community, eWFM, or Call Miner
• Proven ability to grow a team and reduce attrition

🎁 Benefits & Perks

• 🏥 Medical, dental, and vision insurance
• 💰 401k Plan with 3% employer match
• 🏖️ Paid holidays, vacation, and sick time
• 👶 Parental leave
• 📚 Training and education reimbursement

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Panel interview· 60 min

🚩 Heads Up

• Manager level role but only 2+ years leadership experience required