Job Description
Role Overview
The Manager - Contact Center Performance is a key leadership role responsible for driving operational excellence across assigned projects and support teams. This role plays a strategic part in delivering results through effective execution, team empowerment, and continuous improvement.
The position focuses on enhancing customer satisfaction, ensuring compliance, and optimizing team performance while fostering a culture of accountability and innovation. It requires strong cross-functional collaboration, data-driven decision-making, and a proactive approach to solving operational challenges.
Key Responsibilities
1. Operational Leadership
- Partner with the management team to implement long-term strategic initiatives aligned with business objectives
- Lead a high-performing team, collaborating with Team Leaders and Coordinators to ensure consistent delivery of exceptional customer service
- Drive operational excellence through continuous assessment and alignment of daily activities with business goals
2. Performance & People Management
- Set, monitor, and report on key performance indicators (KPIs) and service level agreements (SLAs), including CSAT, NPS, FCR, and retention
- Lead performance management initiatives in coordination with Quality Assurance, ensuring effective coaching and feedback execution
- Conduct regular performance reviews and quality checks to ensure accuracy and accountability
- Champion employee development through tailored growth plans, mentorship, and succession planning
3. Training & Development
- Drive cross-training programs in collaboration with Workforce Management (WFM) to improve team flexibility and coverage
- Partner with QA and HR to design and implement training programs that enhance performance and engagement
- Promote a culture of continuous learning and upskilling
4. Compliance & Process Optimization
- Ensure adherence to legal, regulatory, and internal policy requirements
- Identify and implement process improvements to enhance efficiency, reduce risk, and improve customer outcomes
- Collaborate with IT to ensure systems and tools align with compliance standards and data security requirements
5. Reporting & Communication
- Prepare and present data-driven operational reports to senior leadership
- Act as escalation point during operational incidents, managing stakeholder communication effectively
- Promote transparent and proactive communication across teams and departments
Essential Skills & Experience
Leadership & Team Management
- Strong leadership skills with the ability to motivate and guide teams
- Experience managing cross-functional teams and performance
- Strong conflict resolution and escalation management skills
Performance & Quality Management
- Proficiency in monitoring KPIs such as CSAT, NPS, FCR, and service levels
- Experience conducting audits, evaluations, and quality checks
- Familiarity with quality assurance frameworks
Communication & Reporting
- Excellent verbal and written communication skills
- Ability to present operational insights clearly and effectively
- Skilled in managing communications during escalations or disruptions
Training & Development
- Experience designing and delivering training programs
- Strong coaching and mentoring capabilities
- Ability to collaborate with HR and QA on development initiatives
Process & Compliance
- Strong understanding of operational procedures and compliance standards
- Ability to identify process gaps and implement improvements
- Experience working with IT and support teams on system-related issues
Analytical & Problem-Solving
- Strong analytical skills to interpret performance data and trends
- Proactive in identifying challenges and implementing solutions
- Strategic mindset aligned with business objectives
Technical Proficiency
- Familiarity with contact center tools (e.g., CRM, WFM platforms)
- Proficiency in Microsoft Office (Excel, PowerPoint, Outlook)
- Comfortable working with reporting dashboards and analytics tools
