21 days old

Manager of Contact Center Operations

El Paso, TX 79901
  • Job Code
Job Description

The Manager of Contact Center Operations ensures the success of our 200 seat El Paso contact center serving multiple clients. We are looking for a manager that can handle a fast paced, expanding environment. Our ideal candidate will have experience managing a 200 plus seat contact center.

Come join our growing Enterprise and become a member of our elite management team!

Job Responsibilities

Responsibilities include but are not limited to:

Ensuring Staffs belief in and adherence to DialAmericas Contact Center Operation Standards;
Valuing, inspiring, directing, coaching, counseling, mentoring, and monitoring direct report Contact Center staff and agents;
Establishing calibrated goals, strategy, and action planning for all areas of direct report Contact Center operations and effectively communicating to all employees;
Proactively identifying, communicating and improving areas of opportunities to optimize performance in all direct report Contact Centers facilities;
Proactively seeking creative and innovative solutions to achieve superior results and drive continuous process improvement;
Ensuring effective selection, training, development and succession planning of all direct report Contact Center Management and Administrative Staff;
Ensuring that direct report Contact Centers have sufficient staffing grades to meet corporate and client needs;
Objectively evaluating performance of all direct report Contact Center facilities;
Efficiently managing /monitoring expenses and maintenance of all direct report Contact Center facilities;
Communicating effectively and proactively with all areas of Contact Center Support, Clients and Corporate personnel;
Managing/monitoring reward and recognition programs for all direct report Contact Center locations;
Maintaining reliable performance is essential.


Heres just some of what we have to offer:

Competitive Pay
Medical, Dental, and Life Insurance
Paid Vacation Days
Corporate Education Reimbursement
Paid training and continued development
Performance based bonus incentive program
Supportive staff and a positive work environment

Education and Experience Requirements:

Requirements for this CSR role include the below:

  • Bilingual English and Spanish preferred;
  • Degree preferred;
  • 3-5 years BPO Call Center Management Experience preferred.

ABOUT DIALAMERICA: Founded in 1957 and headquartered in Mahwah, NJ we are one of the nation's largest privately owned dedicated domestic call center companies with 19 call centers located throughout the United States.

We consider applicants for all positions without regard to race, color, religion, creed, gender, age, national origin, disability, which can be reasonably accommodated without undue hardship, veteran status, or any other legally, protected classification.

Posted: 2021-01-05 Expires: 2021-02-03
Sponsored by:
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Sponsored by:
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Manager of Contact Center Operations

El Paso, TX 79901

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