Site Manager - Contact Center

ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.

A Site Manager in a contact center, often synonymous with a Call Center Manager, is responsible for overseeing the day-to-day operations of a contact center, including managing staff, setting and monitoring performance targets, ensuring operational efficiency and effectiveness, and maintaining excellent customer service. This role requires strong leadership, communication, analytical, and motivational skills, along with a deep understanding of call center metrics and processes.

Key Responsibilities and Qualifications:

• Staff Management:
  • Recruiting, training, motivating, and coaching agents to achieve performance goals.
• Operational Oversight:
  • Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency.
• Performance Management:
  • Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures.
• Customer Focus:
  • Building relationships with customers and agents, resolving issues, and ensuring high-quality customer service.
• Strategic Planning:
  • Contributing to the strategic direction of the contact center and collaborating with other departments.
• Technical Proficiency:
  • Familiarity with call center software, dialer systems, and CRM integration is beneficial.
• Qualifications:
  • Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable. Specific industry experience may also be relevant.