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Manager Contact Center (01 Position)

Omaha, USA

Job Description:

  • Primarily responsible for the implementation of department strategies and meeting internal and external SLA.
  • Managing a team of supervisors, team leaders, and agents.
  • Managing and supervising the daily activities of the contact center.
  • Produce shift reports, analyze and discuss with senior management.
  • Generating and analyzing resource productivity reports .
  • Liaising with supervisors, team leaders, and agents to gather information and resolve issues.
  • Reviewing the performance of staff, identifying training needs and planning training sessions.
  • Monitoring random calls to improve quality, minimize errors and track operative performance.
  • Responsible for resource allocation, including shift patterns and the number of staff required to meet demand.
  • Periodically review the effectiveness of the services and make recommendations for improvements to senior managers.
  • Develops and maintains strong working relationships with other operational departments to ensure high customer satisfaction.
  • Interact with clients to share product/service updates, feedback sharing, new campaign launching etc.
  • Provide counseling to supervisors on staff performance.
  • Reviews, investigates, manages and resolves any and all escalated customer and/or agent issues that cannot be handled by the supervisors.
  • Manages appropriate work-load balance across the teams.
  • Calibrates and balances assignments to accommodate and account for volume spikes, absences, training, etc.
  • Reviews and escalates any anomalies based upon analysis of report data.
  • Responsible for information security tasks within own work scope.
  • Any task assigned by the management.

We are looking for:

  • Minimum Education: BBA/BBA-IT or MBA/MBA-IT
  • Required Experience: 6+ yrs experience in call center industry, including 1 to 3 yrs experience at AM/TL position/ AM position.


  • Excellent English communication skills both verbal and written.
  • Good interpersonal skills.
  • Good IT skills such as proficient in MS Office.
  • Excellent Customer Services orientation.
  • Must have the ability to drive projects to completion.
  • Must be able to create and analyze reports in order to manage service quality and productivity in an effective and efficient manner.
  • Possess strong leadership skills including the ability to lead multiple teams, use decision making skills when required.
  • Good team management skills.
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