What are the responsibilities and job description for the Senior Leader Contact Center position at Potpourri Group?
At Potpourri Group, we foster a collaborative and team-oriented culture driven by an entrepreneurial spirit, encouraging creativity, innovation, and out-of-the-box thinking.
We seek individuals who love what they do, arrive each day ready to dive in, and contribute to a positive, dynamic workplace.
The Senior Manager of Contact Center Operations will be responsible for interpreting and implementing procedures, ensuring employee conformance to established practices, and providing proper training to staff.
This individual will audit current procedures for efficiency in the operation and ensure that all employees within the department work towards a common goal.
Responsibilities:
- Oversee the Contact Center department to ensure efficient operation and profitability
- Direct the operating activities of multiple area centers, including overseas partners
- Provide leadership and facilitate effective communication among team members
- Manage daily business operations within budgetary constraints
- Develop strategic plans for short and long-term growth
- Ensure alignment of organizational goals and objectives
Qualifications:
- Proven expertise in contact center systems and management experience
- Passion for delivering exceptional customer service
- Strong technology and reporting skills
- Leadership and strategic thinking abilities
- Organizational and time management skills
- Ability to recruit, train, and motivate personnel
- Effective communication and interpersonal skills
