TITLE: Contact Center Manager
ABOUT THE COMPANY: American Expediting is the nation’s premier custom transport provider. Our people are smart, creative problem-solvers dedicated to crafting custom transport, logistics, warehousing, and distribution solutions for some of the world’s most dynamic brands. Our reputation for excellence is hard-earned, with 99.3% on-time delivery performance for mission-critical, time-critical shipments. And our focus on continuous innovation means we’re always ready to meet the ever-evolving needs of our customers.
SUMMARY: The Contact Center Manager is responsible for leading a contact center team and ensuring they have what they need to make sure American Expediting customers have an exceptional experience. They are responsible for evaluating performance trends, setting KPI goals or individuals and teams, and communicating with the leadership team when barriers to success are identified through root cause analysis. The contact center manager establishes relationships with appropriate American Expediting and customer leadership to improve customer retention and revenue.
REPORTS TO: Director of Customer Operations Transformation
RESPONSIBILITIES:
MINIMUM QUALIFICATIONS:
PREFERRED EXPERIENCE:
KNOWLEDGE, SKILLS & ABILITIES:
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