What are the responsibilities and job description for the Manager, Contact Center position at Ezee Fiber?
Contact Center Manager
Job Summary
Ezee Fiber is seeking an experienced Contact Center Manager to lead and oversee the daily operations of our customer service contact center. This role is responsible for delivering exceptional customer experiences, driving operational efficiency, and ensuring the achievement of performance metrics. The ideal candidate will have a passion for customer satisfaction, strong leadership skills, and experience managing high-performing teams in a fast-paced environment.
About Ezee Fiber
At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
Key Responsibilities
If you’re ready to lead a dynamic team and make an impact at Ezee Fiber, we’d
love to hear from you! Please submit your resume to our career portal.
Ezee Fiber is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Job Summary
Ezee Fiber is seeking an experienced Contact Center Manager to lead and oversee the daily operations of our customer service contact center. This role is responsible for delivering exceptional customer experiences, driving operational efficiency, and ensuring the achievement of performance metrics. The ideal candidate will have a passion for customer satisfaction, strong leadership skills, and experience managing high-performing teams in a fast-paced environment.
About Ezee Fiber
At Ezee Fiber, we’re dedicated to providing innovative and reliable fiber optic solutions that enhance connectivity and communication. Our brand stands for excellence, cutting-edge technology, and exceptional customer service. We pride ourselves on a collaborative and dynamic work environment where creativity and technical expertise drive our success.
Key Responsibilities
- Team Leadership & Development
- Recruit, train, and mentor technical support representatives.
- Conduct regular performance reviews and provide coaching to drive individual and team success.
- Foster a positive, collaborative, and customer-focused culture within the contact center.
- Oversee the day-to-day operations of the contact center, including scheduling, workflow management, and resource allocation.
- Monitor and manage inbound/outbound call, email, and chat volume to ensure timely response and resolution.
- Implement and optimize processes to improve efficiency and customer satisfaction.
- Develop and maintain service standards to ensure consistent, high-quality customer interactions.
- Act as an escalation point for complex customer inquiries and complaints, ensuring prompt resolution.
- Collect and analyze customer feedback to identify trends and areas for improvement. Responsible for Voice of the Customer NPS and Overall Satisfaction.
- Establish and track KPIs, including service level, average handling time, customer satisfaction scores, and first-call resolution.
- Prepare and present performance reports to senior management.
- Implement strategies to achieve and exceed performance goals.
- Manage and optimize contact center technologies, including CRM systems, telephony platforms, and reporting tools.
- Collaborate with IT and vendors to resolve technical issues and recommend upgrades or enhancements.
- Ensure the contact center complies with company policies, industry regulations, and data security standards.
- Develop and implement training materials, scripts, and documentation to support operational excellence.
- Bachelor’s Degree in Business Administration, Communications, or a related field. Relevant experience may substitute for education.
- 5 years of contact center management experience.
- Proven track record in leading customer service teams to meet or exceed performance targets.
- Experience in the telecommunications or fiber internet industry is a plus.
- Strong leadership and team-building abilities.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Proficiency with contact center tools (e.g., CRM, telephony systems, reporting platforms).
- Analytical mindset with the ability to interpret and act on data.
- What We Offer
- Competitive salary and performance-based bonuses.
- Comprehensive benefits package, including health, dental, vision, and retirement plans.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
If you’re ready to lead a dynamic team and make an impact at Ezee Fiber, we’d
love to hear from you! Please submit your resume to our career portal.
Ezee Fiber is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
