Contact center

This role is for one of the Weekday's clients

Requirements

Key Responsibilities:

• Lead and manage end-to-end contact center operations, ensuring high performance across inbound and outbound functions
• Develop, implement, and monitor operational processes, SLAs, and KPIs to achieve service excellence and business objectives
• Manage workforce planning, forecasting, and scheduling to ensure optimal resource utilization
• Identify performance gaps and lead process improvement initiatives to enhance efficiency and reduce operational costs
• Implement customer service strategies to ensure consistent and positive customer experiences across all channels
• Oversee quality assurance programs to ensure compliance with company policies and customer service standards
• Work closely with technology teams to optimize CRM tools, telephony systems, and automation workflows
• Analyze operational data to identify trends, customer pain points, and areas for improvement
• Provide regular performance reports and insights to senior leadership, driving informed business decisions
• Coach, mentor, and develop team leaders and agents, fostering a high-performance, customer-focused culture
• Manage escalation handling and ensure timely resolution of complex customer issues
• Coordinate with cross-functional departments such as HR, Training, and IT to support smooth operations
• Ensure compliance with all regulatory and organizational guidelines in customer interactions and data management
  

What Makes You a Great Fit:

• Minimum of 5 years of experience managing or supervising contact center operations, preferably in a large-scale or multi-channel environment
• Proven ability to manage high-performance teams, achieve SLAs, and drive service excellence
• Strong understanding of contact center technologies, workforce management systems, and CRM tools
• Excellent leadership, communication, and interpersonal skills with the ability to motivate and guide teams
• Analytical mindset with expertise in using data and performance metrics to make informed operational decisions
• Demonstrated success in implementing process optimization, customer experience improvement, and cost-reduction strategies
• Hands-on experience with Omnichannel customer engagement models, including chat, email, and social media support
• Ability to work in a fast-paced, target-driven environment while maintaining a high level of quality and compliance
• Strong problem-solving, decision-making, and conflict-resolution abilities
• Passionate about delivering outstanding customer service and fostering a culture of accountability and excellence