Contact Center Manager: KPI & Client Experience

URBN; Augusta (GA); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

PTO

Employee discounts

Retirement savings

Job summary

URBN is seeking a Contact Center Manager in Augusta, GA to oversee daily call center operations, drive performance, and ensure client satisfaction. The role focuses on leading a team, meeting SLAs, and maintaining compliance with internal policies and regulations.

The ideal candidate will excel in communication, analytics, and process improvement, with experience in Microsoft Office and a proactive management style. On-site role with opportunities to optimize efficiency and profitability.

Qualifications

• Must have 18 years or older.
• Excellent written and verbal communication skills, English required.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
• Comprehend and follow work instructions to meet productivity and quality standards.

Responsibilities

• Maintain an associate-centered workplace through floor time and engagement.
• Develop and implement strategic plans and objectives for the project.
• Oversee SLAs and KPIs, ensuring compliance with rules and regulations.
• Ensure timely, accurate contract reports and deliverables.
• Collaborate with project and executive management on goals and work plans.
• Analyze daily, weekly, and monthly performance reports to drive efficiency.

Skills

English proficiency

Analytical skills

Organizational skills

Communication skills

Tools

Microsoft Office

Excel

Outlook Email

Job description

URBN is seeking a Contact Center Manager in Augusta, GA to oversee daily call center operations, drive performance, and ensure client satisfaction. The role focuses on leading a team, meeting SLAs, and maintaining compliance with internal policies and regulations.

The ideal candidate will excel in communication, analytics, and process improvement, with experience in Microsoft Office and a proactive management style. On-site role with opportunities to optimize efficiency and profitability.