Contact Center Operations Lead - Training, QA & Coaching

Jobtailor; Coon Rapids (MN); On-site; USD 55,000 - 76,000; Full time

Job summary

Jobtailor in Minnesota is seeking a seasoned Care Center Supervisor to lead daily contact center operations, including monitoring calls, training staff, and ensuring quality assurance. The role involves resolving complex escalations and driving performance through coaching and development.

You will manage staffing, conduct performance reviews, and align SOPs with client expectations. The ideal candidate has 2 years of leadership experience, relevant degrees, and the ability to work 8-hour

Qualifications

• Associate's or Vocational degree and 2 years of related experience.
• Alternatively, 4 years of related experience, commitment to enroll in an Associate’s program within 6 months of hire, and obtain an Associate’s degree within 4 years of hire.
• Bachelor's degree in business, marketing, finance, communications or related field preferred.

Responsibilities

• Lead daily contact center operations including monitoring, training, hiring, and QA.
• Resolve escalated customer issues and monitor performance metrics.
• Coach and develop employees through feedback and performance reviews.

Skills

Contact Center Operations Management

Performance Management

Customer Service Excellence

Employee Development

Quality Assurance

Education

Associate's Degree

Vocational Degree

Bachelor's Degree

Job description

Jobtailor in Minnesota is seeking a seasoned Care Center Supervisor to lead daily contact center operations, including monitoring calls, training staff, and ensuring quality assurance. The role involves resolving complex escalations and driving performance through coaching and development.

You will manage staffing, conduct performance reviews, and align SOPs with client expectations. The ideal candidate has 2 years of leadership experience, relevant degrees, and the ability to work 8-hour