ITCON Services · 5 months ago
Site Manager - Contact Center
Washington, DC
Full-time
Hybrid
Mid, Senior LevelITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA experience to join our team. The Site Manager is responsible for overseeing the day-to-day operations of a contact center, managing staff, setting performance targets, and ensuring operational efficiency while maintaining excellent customer service.
Business IntelligenceCyber SecurityInformation TechnologyManagement ConsultingSoftware
Responsibilities
Recruiting, training, motivating, and coaching agents to achieve performance goals
Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency
Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures
Building relationships with customers and agents, resolving issues, and ensuring high-quality customer service
Contributing to the strategic direction of the contact center and collaborating with other departments
Qualification
Required
FMCSA (Federal Motor Carrier Safety Administration) experience
Strong leadership skills
Strong communication skills
Strong analytical skills
Strong motivational skills
Deep understanding of call center metrics and processes
Recruiting, training, motivating, and coaching agents to achieve performance goals
Developing and implementing strategies
Ensuring system and process functionality
Analyzing call center statistics to improve efficiency
Setting and monitoring performance targets
Identifying areas for improvement
Ensuring adherence to policies and procedures
Building relationships with customers and agents
Resolving issues
Ensuring high-quality customer service
Contributing to the strategic direction of the contact center
Collaborating with other departments
Familiarity with call center software, dialer systems, and CRM integration
Typically requires a high school diploma or equivalent
Preferred
Experience in a customer service or management role
Specific industry experience may also be relevant
Company
ITCON Services
ITCON Services is a consulting firm that helps with innovative technology and management solutions.
Founded in 2008
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase