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Job Description
Description
Robert Half is seeking a Contact Center Manager with the following requirements for immediate consideration, please contact Russell Whitney at .
Essential Duties and Responsibilities:
• Determines contact center operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses, identifying & evaluating state-of-the-art technologies, and defining user requirements.
• Establishes specifications, to ensure productivity, quality, and customer-service standards for
coordinators, crew leaders, and agents.
• Maintains and improves contact center operations by monitoring system and agent performance:
identifying and resolving problems, preparing and completing action plans, completing process
audits and analyses, managing system & process improvement and quality assurance programs.
• Works closely with cross-functional departments, vendors, and management to implement
process improvements.
• Maintains professional and technical knowledge by tracking emerging trends in the contact center
management, benchmarking state-of-the-art practices, and preparation of contact center
performance reports by collecting, analyzing, and summarizing data & trends.
• Manages contact center financial objectives via budget preparation and adherence, forecasting of
transaction volumes to ensure appropriate resource allocation, analyzing variances, and initiating
corrective actions.
• Set a professional example of customer care.
• Liaises with Human Resources to develop staff recruitment plans (to forecast) and contributes
information and analysis to organizational strategic plans and reviews.
• Drives the future of the Contact Center in identification of service gaps and opportunities to
improve the customer experience.
• Enhances organization reputation by accepting ownership for accomplishing new and different
requests; exploring opportunities to add value to the company
• Emphasis placed on mentoring, motivating, and retaining staff.
• Succession Planning
Knowledge, Skills & Abilities:
• Bachelor’s degree in business, finance, operations or 7-10 years of related Contact Center
Management experience.
• Proven track record in leading large-scale implementation of projects and processes.
• Strong Interpersonal skills.
• Strong leadership & development skills.
• Ability to work in a complex, high-volume environment.
• Ability to work with others in establishing direction, policies, and problem resolution.
• Experience with Microsoft Word, Excel, Outlook, Access, and Workforce Management software.
Requirements – Excellent ethics, integrity, and standards
– Ability to view issues without bias
– 5+ years in human resources
– Strong organizational skills and attention to detail are a must
– An understanding of the key principles of employment law and EEOC regulations
– Wide knowledge of HR policies, benefits administration, compensation and wage structure
– 1+ years of supervisory experience within human resources
– Proactive in handling confidential business matters and information with discretion
– Adept to problem-solving and conflict resolution
– Bachelor’s degree in human resources or similar field
– PHR/SPHR or other relevant certifications are preferred
– Excellent verbal, written, and social skills
– Familiarity with HR software and working knowledge of MS Office
Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half puts you in the best position to succeed by advocating on your behalf and promoting you to employers. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity – even on the go. Download the Robert Half app and get 1-tap apply, instant notifications for AI-matched jobs, and more.
Questions? Call your local office at 1.. All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals. Visit for more information.
© 2021 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking “Apply Now,” you’re agreeing to Robert Half’s Terms of Use () .
