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Contact Center Manager

As the Contact Center/Customer Service manager you will be leading a contact center team to deliver the best customer service experience for our members while meeting or exceeding revenue goals and performance. Contact Center managers are responsible for motivating their team, developing supervisors and creating and implementing sales and service improvement strategies. The manager is required to implement and maintain quality control, ensure processes run efficiently, promote the general image of the company in a positive and professional manner, and provide coaching, supervision, recognition, guidance, training and motivation to the contact center team.

Lead, motivate, mentor and provide guidance to a growing contact center team

Perform all necessary functions to effectively manage operations throughout the employee life cycle – hiring, mentoring, providing guidance, performance management, motivating

Monitor individual and team results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets

Develop and oversee quality assurance process and standards, documentation of all standard operation procedures, and manage the implementation of continuous process improvements

Monitor calls to observe employee demeanor, technical accuracy and conformity to company policies

Communicate process and protocol changes to relevant internal teams

Manage the membership fulfillment process

Deliver a high service standard, meeting or exceeding Global Rescue’s service standards, to the Global Rescue membership Serves as liaison between the corporate office, various departments, and customers

Ensure team is leveraging customer management system data to process membership transactions

Effectively describe the nature and scope of Global Rescue services and be able to train on these services

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