Key Facts

Remote From:

Full time

English

Hard Skills

Staff Planning Performance Management Call Center Experience Cross-Functional Collaboration Process Management Systems Integration Recruiting Concepts Policy Enforcement Customer Relationship Management Continuous Improvement Process Call Center Experience Call Center Experience Microsoft Dynamics CRM Customer Centricity Motivational Leadership Issue Management

Other Skills

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Training And Development
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Strategic Planning
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Coaching
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Communication
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Analytical Skills
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Leadership
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Relationship Building
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Teamwork
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Problem Solving

Roles & Responsibilities

High school diploma or equivalent
Experience in a customer service or management role
Strong leadership, communication, analytical, and motivational skills
Industry-specific experience may be relevant

Requirements:

Recruiting, training, motivating, and coaching agents to achieve performance goals
Developing and implementing strategies, ensuring system and process functionality, and analyzing call center statistics to improve efficiency
Setting and monitoring performance targets, identifying areas for improvement, and ensuring adherence to policies and procedures
Building relationships with customers and agents, resolving issues, and ensuring high-quality customer service

ITCON Services

About ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Founded: 2018

Company size: 51 - 200

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Job description

ITCON Services is looking for a bright, motivated Site Manager - Contact Center with experience to join our team on USCIS (U.S. Citizenship and Immigration Service) program.

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.