Contact Center Operations Manager

$58,000 - $58,000/Yr

Prometric - White Marsh, MD

Full-time - Mid Level

White Marsh, MD

251-500 employees

Educational Services

About the position

The Contact Center Operations Manager at Prometric is responsible for overseeing the daily operations of the contact center, ensuring high levels of client, candidate, and employee satisfaction. This role involves managing a team of supervisors and customer service representatives, focusing on service delivery, financial performance, and operational execution for the Americas region. The manager will work closely with various departments to implement improvements and drive efficiency in service quality, while also being accountable for performance metrics and budget management.

Responsibilities

• Manage the day-to-day operations of the contact center, including team of Supervisors and Customer Service Representatives.
• Ensure service delivery and financial performance of contact center services for the Americas region.
• Implement productivity metrics and manage service levels for phone and processing.
• Forecast staffing requirements and prepare annual budgets to meet financial objectives.
• Collaborate with Senior Manager on resource allocation, call volume forecasting, and staffing planning.
• Oversee training, staffing, hiring, and development of contact center staff.
• Communicate with Client Services Managers to design or improve service programs.
• Develop supervisory management and coaching methodologies for the team.
• Build relationships with peers and management to propose changes for system efficiency and customer service improvements.

Requirements

• 5 or more years of management experience in a contact center environment.
• Experience handling customer escalations and managing supervisors.
• Knowledge of Contact Center tools and technologies (ACD, IVR, CTI, EMC, WFM).
• Experience developing and delivering presentations to leadership.
• Expertise in developing and managing budgets, with strong financial acumen.
• Exceptional communication, organizational, and decision-making skills.
• Ability to lead change and establish standards and best practices.

Nice-to-haves

• Bachelor's degree preferred.

Benefits

• Competitive salary with potential for growth based on experience and performance.
• Opportunities for professional development and training.