Contact Center Operations Leader | WFM & Analytics

Allcat Claims Service; San Antonio (TX); On-site; USD 66,000 - 85,000; Full time

Job summary

A prominent contact center service provider is seeking a Contact Center Manager to lead operations in San Antonio, Texas. The role involves optimizing the contact center framework, enhancing performance management systems, and implementing workforce strategies. Candidates should have over 5 years of experience in contact center operations, with strong analytical, leadership, and communication skills. Familiarity with tools such as Avaya and CMS Supervisor is essential. Competitive salary between $66k-85k depending on experience.

Qualifications

• 5+ years of experience in contact center operations.
• 2+ years in a leadership role.
• Proven experience in building or restructuring a contact center.

Responsibilities

• Design and enhance contact center infrastructure and processes.
• Develop and implement workforce management strategies.
• Build and maintain reporting dashboards for KPIs.

Skills

Experience in contact center operations

Leadership skills

Analytical skills

Problem-solving skills

Proficiency in Excel

Communication skills

Organizational skills

Tools

Avaya

CMS Supervisor

Workforce management platforms

Job description

A prominent contact center service provider is seeking a Contact Center Manager to lead operations in San Antonio, Texas. The role involves optimizing the contact center framework, enhancing performance management systems, and implementing workforce strategies. Candidates should have over 5 years of experience in contact center operations, with strong analytical, leadership, and communication skills. Familiarity with tools such as Avaya and CMS Supervisor is essential. Competitive salary between $66k-85k depending on experience.