Contact Center Operations Manager

Job Description

Job Description

At Crew Logistics, mission focus, teamwork, and disciplined execution aren't just values, they define how we serve our government clients. We're proud to offer these key roles where your military experience will directly impact critical lodging operations internationally.

Job Overview :

The Contact Center Operations Manager is responsible for overseeing the daily operations of the call center, ensuring efficient call flow management, optimizing customer interactions, and driving process improvements. This role requires a strong leader who can develop strategies, manage reporting, and implement operational best practices to enhance customer experience and call center performance.

Key Responsibilities :

• Oversee the daily operations of the call center, ensuring all calls are handled efficiently and effectively.
• Develop and implement call routing strategies to optimize call flow and minimize wait times.
• Monitor real-time call center performance, adjusting resources as needed to meet service level agreements (SLAs).
• Ensure AI and automation tools are effectively integrated to enhance efficiency.

Performance Monitoring & Reporting : Required :

Process Optimization & Automation :

Team Leadership & Development :

Customer & Stakeholder Management :

Qualifications & Technical Skills :

P referred Qualifications :

Ideal Skills