Highlights
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. ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA (Federal Motor Carrier Safety Administration) experience to join our team.
Numbers & Facts
| Location | Washington, DC |
| Industry | Computer/IT Services |
| Company Size | 20 to 49 employees |
| Year Founded | 2008 |
| Website | https://itcon-inc.com/ |
Description
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:
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.
About Company
Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be.
As a young, small, aggressive company, we attract some of the best minds in the consulting industry who possess an extraordinary ability to quickly adapt to and address our customers’ dynamic needs. We value and respect our employees, and work hard to foster an environment in which all team members are unconditionally committed to the highest standards of ethical behavior and professional integrity.
At ITCON Services, we strive to establish and maintain long-term relationships with customers and employees.
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