Manager of Contact Center Operations at Verse.ai | Torre
Manager of Contact Center Operations
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Verse.ai

Manager of Contact Center Operations

Verse.ai
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Full-time

Legal agreement: To be defined

Base compensation
USD70k - 85k/year

+ Health insurance

location_on
Hybrid (San Diego)
Posted over 2 years ago

Responsibilities

- Offers competitive compensation and benefits - Fully remote position - Opportunity to work with a diverse and inclusive team - Commitment to work/life balance and employee well-being We are seeking a Contact Center Operations Manager to lead and support a team of 20-25 individuals in engaging with leads and providing exceptional customer service. The ideal candidate will have previous contact center and management experience, strong communication skills, and the ability to work in a fully remote environment. This is a great opportunity to join a company that values diversity, work/life balance, and employee well-being. Responsibilities: - Provide front line leadership, support, performance management, timesheet approval, and development to a team of 20-25 - Manage contact center employees (concierges), including Subject Matter Expert and Team Lead titled individuals - Analyze reports, conduct assessments, communicate updates, deliver performance reviews, and monitor customer feedback - Conduct 1-on-1’s with team members to review engagement activity, enhance knowledge of process and procedures, provide career development, and support individuals with tailored motivation and guidance - Manage employee performance by providing coaching and feedback to both high- and under-performing individuals - Ensure proper engagement, accuracy, and timeliness for handling lead interaction - Train and/or retrain department staff and handle any employee conflicts or issues that arise throughout the day - Initiate feedback, production analysis, or identify issues with any customer interaction scripts, system performance, or engagement automation to prioritize and resolve issues - Take ownership of hiring, new hire training, refresher training, assignment of work, development of schedules, coaching, and counseling of team members - Collaborate with other departments in project teams or assignments to department and company success - Bring solutions to increase effectiveness and productivity across the department - Display a team-minded attitude with the ability to adapt and help where needed
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