Contact Center Performance Manager
 JLL | |
 United States, Pennsylvania, Pittsburgh | |
 Feb 04, 2025 | |
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Job Description: Contact Center Performance Manager
Overview We are seeking a highly motivated and experienced Contact Center Performance Manager to impact the performance and productivity of our call center operations. The successful candidate will be responsible for driving excellence in training and quality assurance areas, as well as assisting with contact center metrics, including service level, customer satisfaction, average handle time, quality assurance and employee productivity. This role requires strong analytical skills, exceptional leadership abilities, and a passion for delivering outstanding customer experiences. The Contact Center Performance Manager will work closely with call center agents, team leaders, and senior management to optimize training initiatives, quality assurance results, call center efficiency, and ensure customer satisfaction goals are met. Responsibilities Implement training and development programs to enhance agent skills and knowledge, ensuring compliance with company policies and procedures. Conduct quality assurance evaluations by monitoring and reviewing recorded calls, identifying strengths and areas for improvement, and providing constructive feedback to agents. Develop and implement performance management strategies to drive improved contact center performance and achieve business goals. Manage a library of governance documentation, including standard operating procedures, training curriculum, and playbook material for the team. Monitor call center metrics and key performance indicators (KPIs) to identify areas for improvement and develop action plans to address performance gaps. Lead and inspire a team of call center agents and team leaders, providing ongoing coaching and feedback to drive performance and enhance customer interactions. Serve as a subject matter expert on all standard operating procedures in the contact center environment. Collaborate with cross-functional teams to identify process improvements, technology enhancements, and training needs that will contribute to contact center efficiency and customer satisfaction. Prepare and present reports on contact center performance, including trends, insights, and recommendations, to senior management. Stay up-to-date with industry best practices, new technologies, and emerging trends in call center management and customer service. Requirements Bachelor's degree in Business Administration, Communications, or a related field. (Preferred) Must be located in the Pittsburgh PA region and be capable of working in a hybrid (office / home office) capacity. Minimum of 2 years of experience in a contact center leadership role. (Bonus: If the experience is in a capacity with a focus on performance management) Proven track record of driving contact center performance improvements, meeting or exceeding KPIs. Strong analytical skills with the ability to interpret data and provide actionable insights. Exceptional leadership qualities, with the ability to motivate and inspire a team. Excellent communication and interpersonal skills, with the ability to effectively collaborate with cross-functional teams and senior management. Proficient in contact center software and technologies, such as call monitoring and workforce management tools. Solid understanding of contact center metrics, service level agreements, and customer experience requirements. Knowledge of the industry regulations, compliance requirements, and best practices in contact center management. | |