About Us:
At Terra, we believe that exceptional customer service is the heart of our success. We are a dynamic and growing company dedicated to providing outstanding support to our customers around the clock. Our 24/7 contact center is the frontline of our mission, and we are looking for a strategic leader to guide this critical team to new heights of performance and excellence.
The Opportunity:
We are seeking an experienced and driven Contact Center Manager to oversee our 24/7 operations. This is a pivotal leadership role responsible for ensuring seamless customer service delivery, optimizing team performance, and fostering a positive and efficient work environment across all shifts. If you are a proactive leader who thrives in a fast-paced environment and is passionate about coaching teams and improving customer satisfaction, we want to hear from you.
Key Responsibilities:
- Leadership & People Management: Lead, mentor, and motivate a large team of supervisors, team leads, and customer service representatives across multiple shifts (including nights, weekends, and holidays).
- Operational Excellence: Manage the daily operations of a 24/7 contact center, ensuring service level agreements (SLAs) are consistently met or exceeded for key metrics (e.g., Answer Speed, Abandonment Rate, First Contact Resolution).
- Performance Management: Monitor and analyze contact center performance data (via CRM, telephony systems, and WFM software) to identify trends, implement improvements, and drive accountability.
- Resource Planning & Workforce Management: Collaborate with WFM analysts to forecast volume, create efficient staffing schedules, and manage real-time adherence to ensure optimal coverage.
- Quality Assurance: Develop and maintain quality assurance programs to monitor customer interactions, provide constructive feedback, and implement training initiatives to elevate service quality.
- Customer Experience: Champion the customer experience, developing strategies to improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Process Improvement: Continuously identify and implement process improvements, technological enhancements, and best practices to increase efficiency and agent productivity.
- Reporting: Prepare and present regular reports on contact center performance, challenges, and achievements to senior management.
What We're Looking For (Qualifications):
- Experience: 5+ years of experience in a contact center management role, with a proven track record of leading large teams in a 24/7 environment.
- Technical Proficiency: Deep familiarity with contact center technologies (e.g., Avaya, Cisco, AWS Connect), CRM systems (e.g., Salesforce, Zendesk), and Workforce Management (WFM) principles.
- Data-Driven Mindset: Strong analytical skills with the ability to interpret data, create reports, and make data-informed decisions to drive performance.
- Leadership Skills: Exceptional leadership and interpersonal skills with a demonstrated ability to coach, develop, and inspire teams to achieve excellence.
- Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with frontline staff, peers, and executives.
- Problem-Solver: A proactive and resilient problem-solver who can manage high-pressure situations, including escalations and crisis management.
- Education: Bachelor's degree in Business Administration, Communications, or a related field is preferred. Equivalent practical experience will be considered.
What We Offer:
- A competitive salary and performance-based bonus structure.
- Opportunities for professional development and career advancement.
- A collaborative and supportive company culture that values innovation and initiative.
Ready to Lead Our Team
If you are a strategic leader ready to take on the challenge of managing a dynamic 24/7 operation, please apply with your resume and a cover letter outlining your key achievements in contact center management.
Terra is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
