Site Manager - Contact Center

ITCON Services; Washington (District of Columbia); On-site; USD 85,000 - 120,000; Full time

Job summary

ITCON Services seeks a Site Manager - Contact Center in Washington, DC with FMCSA experience to oversee daily operations, staff management, and delivery of outstanding customer service. You will lead recruiting, training, coaching, and performance monitoring to meet targets and SLAs.

You will analyze call center metrics, implement process improvements, and collaborate with cross-functional teams to align strategies with client requirements, ensuring operational efficiency and quality service.

Qualifications

• Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable.
• FMCSA experience is advantageous for regulatory alignment.
• Strong leadership, communication, and analytical skills to drive performance.

Responsibilities

• Oversee day-to-day operations of the contact center and staff
• Set and monitor performance targets and SLAs
• Coach and develop agents to achieve goals
• Analyze call center metrics and implement process improvements
• Collaborate with other departments on strategic planning

Skills

Staff Management

Leadership

Performance Metrics

Communication

Analytical Thinking

Motivational Skills

FMCSA experience

Education

High school diploma or equivalent

Tools

CRM software

Dialer systems

Job description

ITCON Services is looking for a bright, motivated Site Manager - Contact Center with FMCSA experience to join our team.

A Site Manager in a contact center, often synonymous with a Call Center Manager, is responsible for overseeing the day-to-day operations of a contact center, including managing staff, setting and monitoring performance targets, ensuring operational efficiency and effectiveness, and maintaining excellent customer service. This role requires strong leadership, communication, analytical, and motivational skills, along with a deep understanding of call center metrics and processes.

Key Responsibilities and Qualifications:

• Staff Management:
  • Recruiting, training, motivating, and coaching agents to achieve performance goals.
• Operational Oversight:
  • Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency.
• Performance Management:
  • Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures.
• Customer Focus:
  • Building relationships with customers and agents, resolving issues, and ensuring high-quality customer service.
• Strategic Planning:
  • Contributing to the strategic direction of the contact center and collaborating with other departments.
• Technical Proficiency:
  • Familiarity with call center software, dialer systems, and CRM integration is beneficial.
• Qualifications:
  • Typically requires a high school diploma or equivalent, with experience in a customer service or management role being highly desirable. Specific industry experience may also be relevant.