Engagement Contact Center Manager – Retention & Operations

Triple-S; Guaynabo (PR); Sur place; USD 70 000 - 110 000; Plein temps

Résumé du poste

Triple-S in Puerto Rico is seeking a seasoned Contact Center Manager to lead inbound and outbound operations, oversee internal teams and outsourced partners, and ensure service excellence, efficiency and customer retention.

The ideal candidate has 5–7 years of workforce management in multi-site contact centers, hands-on experience with Five9 or similar CCaaS platforms, and a Bachelor's degree in business or a related field.

Qualifications

• Bachelor's degree in business administration, operations, or related field.
• 5–7 years of workforce management experience in multi-site call centers.
• Proven experience managing inbound and outbound contact center environments with CCaaS platforms.
• Experience managing outsourced/BPO contact centers.
• Strong knowledge of contact center KPIs and operational metrics.

Responsabilités

• Lead day-to-day inbound and outbound contact center operations and meet KPIs.
• Monitor real-time performance and implement corrective actions.
• Oversee staffing with WFM forecasts and capacity planning.
• Design and execute customer retention and engagement strategies.
• Oversee outbound dialer campaigns focused on retention and product orientation.
• Ensure SLA, quality standards, and compliance; manage vendor relationships.

Connaissances

Workforce Management

Call Center Leadership

Performance Monitoring

Customer Retention Strategies

Vendor Management

Formation

Bachelor's Degree

Outils

Five9 CCaaS

Description du poste

Triple-S in Puerto Rico is seeking a seasoned Contact Center Manager to lead inbound and outbound operations, oversee internal teams and outsourced partners, and ensure service excellence, efficiency and customer retention.

The ideal candidate has 5–7 years of workforce management in multi-site contact centers, hands-on experience with Five9 or similar CCaaS platforms, and a Bachelor's degree in business or a related field.