Manager of Contact Center Operations II

Mitchell Martin

New York, NY

JOB DETAILS
SALARY
$96–$118 Per Hour
SKILLS
Call Center Operations, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Satisfaction, Customer Support/Service, Leadership, Metrics, Multitasking, Onboarding, Operations, Operations Management, People Management, Performance Metrics, Strategic Planning, Team Lead/Manager
LOCATION
New York, NY
POSTED
2 days ago
Title: Manager of Contact Center Operations II

Location: New York, NY
Employment Type: Contract Onsite

Compensation:
Pay Range: $96.00-$118.00 Per HR

Job Summary:
• Join our team in New York, NY, as a Manager of Contact Center Operations II on a contract basis. 
• Oversee daily operations in a dynamic environment, ensuring exceptional client service and utilizing general office technology. 
• Collaborate with stakeholders to enhance customer experience and drive operational excellence.

Key Responsibilities:
• Lead and manage a team of customer service representatives to deliver high-quality service.
• Establish and monitor KPIs to drive customer satisfaction and operational efficiency.
• Collaborate with external partners to maintain service standards and manage escalations.
• Develop and implement strategic plans for resource and departmental structure.
• Enhance employee engagement through continuous people development.

Qualifications:
• Bachelor's degree in a related field or equivalent experience preferred.
• 6 years of professional experience with 3 years in people management.
• Strong leadership and multitasking skills in a fast-paced environment.
• Experience in a metrics-driven environment with a focus on customer service excellence.
• Proficiency in general office software.

Core Technologies:
• General Office Software | Customer Relationship Management Tools

Contact Authorization:
By applying for this job, you agree to receive AI-generated calls, text messages, and/or emails from Mitchell Martin Inc and its affiliates and contracted partners at various frequency through traditional and automated methods. Message and data rates may apply for texts. Carriers are not liable for delayed or undelivered messages. You can access our privacy policy here https://www.mitchellmartin.com/privacy-policy 

Benefits:
Learn more about our benefits offerings here https://www.mitchellmartin.com/careers/benefits-perks 

Onboarding Expectations:
Learn more about our Onboarding Process here https://youtu.be/rjV_NFYjyY4 

EEO Statement:
Learn more about our EEO policy here https://www.mitchellmartin.com/eoe-statement 

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About the Company

M

Mitchell Martin

OUR FOCUS IS GROWTH

It’s not just about filling job openings.  It’s about enabling growth and inspiring success.  That’s what we do.

Mitchell Martin is one of the nation’s largest staffing companies, with offices throughout the US as well as in India and the Philippines.  We help drive success for both people and companies by helping them achieve positive growth.   We do this by building strong relationships and developing a deep understanding of the people we work with, in order to facilitate the best matches for both sides of the equation.    

COMPANY SIZE
100 to 499 employees
INDUSTRY
Staffing/Employment Agencies
FOUNDED
1984
WEBSITE
https://www.mitchellmartin.com