Openforce hiring Contact Center Manager in Scottsdale, AZ | LinkedIn (2024)

Job DetailsJob Location

Office - Scottsdale, AZ

Remote Type

Fully Remote

Position Type

Full Time

DescriptionJob Description: Contact Center Manager

Job Purpose: The Contact Center Manager is responsible for leading the efforts of all facets of our inbound contact center teams, supporting the Independent Contractor (IC) Market Segment in onboarding and ongoing questions and needs while focusing on the overall customer experience.

General Summary: The Contact Center Manager oversees daily operations of inbound call and chat support teams, which may include outbound follow-up as needed, and manages BPO relationships. This role demands a leader passionate about customer experience, possessing strong communication skills, and adept at driving performance improvements. Responsibilities include setting objectives aligned with supporting ICs throughout their Openforce lifecycle, including onboarding and as they are growing their business within the Openforce ecosystem. The manager supports representatives in expanding their knowledge, analyzes data, focuses on enhancing performance, identifies automation opportunities and improves general processes to better serve customers and their experience with Openforce.

Job Duties

• Lead, mentor, and manage teams providing day-to-day support of ICs and Client Admins through phone, chat, and email, ensuring high levels of performance, engagement, and customer service, championing a customer-first culture, and one-call resolution.
• Manage relationships and performance with BPO partners, ensuring alignment with company goals and standards, areas of increased savings, and optimization of relationship.
• Ensure teams and BPO team receive ongoing training based on business needs and support trends.
• Monitor and analyze employee performance and customer feedback to identify areas of improvement; providing constructive feedback and meeting with employees to review often.
• Manage workforce planning, including scheduling, staffing, and resource allocation to meet service level agreements (SLAs) and key performance indicators (KPIs).
• Ensure phone, chat, and email technology and tools are properly used to optimize workflow and improve efficiency including adding to the knowledge base (KB) content, and actively working on KB database improvements to ensure resources are properly available
• Prepare and present regular reports on employee and team performance and use data-driven insights to identify trends, challenges, and opportunities for improvement and implement strategies to enhance operational efficiency and customer satisfaction.
• Foster a culture of innovation and continuous learning with employees.

Qualifications Key Competencies and Skills: Direction Setting and Performance Measurement: Define and direct productivity to achieve KPIs, communicate expectations clearly, and guide employees effectively.

Team Leadership: Inspire and guide teams to collaborate effectively, fostering a cooperative and efficient work environment to achieve goals.

Adaptability: Embrace openness and readiness to new methodologies and approaches, facilitating flexibility and innovation within the organization.

Development: Delegate tasks strategically and mentor team members to foster continuous skill enhancement and growth.

Organization Skills: Ability to prioritize effectively and manage tasks efficiently including proper delegation of tasks.

Effective Communication: Clear and concise written and verbal communication including active listening, constructive feedback, and adapting communication to various audiences and contexts.

Education And Other Requirements

• Bachelor’s Degree or equivalent five years of combined experience in contact center operations and leadership.
• Demonstrated track record in managing contact centers, emphasizing customer experience, inbound teams, and chat support.
• Proficiency with contact center technologies: CRM systems, workforce management software, and analytics platforms.
• Preferred experience in overseeing BPO relationships and ensuring high service standards, preferred.

The Perks

• Ongoing training and career development opportunities
• Comprehensive benefits package: medical, dental, vision, and 401k
• Paid vacation and holidays
• Remote work environment

Job Type: Exempt, Full Time

Salary: DOE

Travel: As Needed, in-office days as requested

Passion, excellence, respect, accountability and having fun are just the beginning. Openforce believes that our culture is at the core part of what makes us successful. We are looking for someone who understands good culture and will help shape it as it evolves.