Front Line Manager - Customer Care - Voice 4A
Core
Manage day-to-day operations of a voice call center to ensure high-quality customer service delivery and operational efficiency.
Role type
Front Line Manager (Call Center Operations)
Builds
Customer service operations and team performance
Domain
Customer Care / Contact Center
Required skills
Contact Center Analytics, Customer Analytics, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Onboarding, Customer Service, Customer Service Analytics, Data Analytics
Preferred skills
Generative AI
Technologies
ServiceNow
Responsibilities
Manage day-to-day operations of the call center, Monitor performance metrics and operational indicators, Develop and implement strategies to enhance productivity, Train and mentor call center staff, Conduct regular quality assurance assessments, Collaborate with cross-functional teams, Prepare and present performance reports, Support implementation of call center technologies