Contact Center Manager

Company: Safelite AutoGlass
Location: Rio Rancho
Posted on: January 12, 2021

Job Description:

The Contact Center Operations Manager is a critical role in leading the Rio Rancho Customer Service team. This key contributor leads, develops, and engages a team of leaders to drive exceptional performance for Safelite's customers and clients. The Contact Center Operations Manager reports directly to the Director of Contact Center Operations. The role is an afternoon and evening schedule. Find a career. Gain a family.Safelite will be unlike any place you've ever worked. (This won't be just the daily grind!) You'll join caring and passionate teams that collaborate to make a difference, deliver extraordinary results and bring unexpected happiness. Every day. Your effort, heart and creative ideas will be valued and rewarded. And we care about your well-being. So, we'll strive to give you what you need to be happy at work and at home.ESSENTIAL ACTIVITIES: * Proactively communicates with the Director of Contact Center Operations on key account performance. Updates the leadership team with potential issues determines issue resolution.* Analyzes trends and performance data to ensure superior customer satisfaction is delivered to all clients.* Establishes and monitors supervisory team member's performance against established goals and takes appropriate action when necessary. Ensures a safe and fun work environment.* Executes various reporting and various operational management including schedules, associate documentation and coaching, client support and more.* Ensures all contract requirements are met and develops an internal relationship with various Safelite teams to coordinate performance.* Motivates, engages and develops leaders who create a high performing environment and makes Safelite the best place you'll ever work.REQUIREMENTS: * Bachelor's degree in business administration or a related field required* 5+ years' experience with leading and developing high performing teams* 1+ years' experience with customer service or claims administration* Ability to lead people and achieve results through others & organize and manage multiple projects* Experience in assembling and leading high performing teamsApply now!We're known as an auto glass company. That's the focus of what we do. But we're much more -- we're a growing and evolving service brand. And what really makes us unique is our people. Because at our core, we're a People Powered organization -- and our people come first and our culture matters. We'll help you find a fulfilling career path and encourage you to have a life. Let us be the best place you'll ever work.Learn more.

Keywords: Safelite AutoGlass, Rio Rancho , Contact Center Manager, Executive , Rio Rancho, New Mexico