Contact Center Manager Job at Quest Group Executive Search & Staffing Solutions, Duluth, GA

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  • Quest Group Executive Search & Staffing Solutions
  • Duluth, GA

Job Description

Job Description

Job Description

Quest Group is Searchign for an experienced Contact Center Manager with atleast 4 years of experience for our well respected client that offers stability and great benefits!

This role is for the night shift. 

It is fully remote after training but will be in office for the 8 week training.

Need experience:

  • Measuring KPI's
    • Attendance 
    • Errors & Omissions (debit memos)
    • Productivity - contacts among chat/email/calls... varies by level but Trainees are 375 - 425, more senior are 550-599. Avg per month. 
    • Transactions - varies by level but Trainees are 170-189 per month, more senior are 250-324. Avg per month.
    • AHT: trainee 18-19 minutes, senior 15-16 minutes
    • Quality - 70+ effective, 66-69 opportunity. This will change as we go - we just really focused and added a quality team. 
  • Familiarity and experience with programs like Avaya59 and Calabrio as well as great Microsft Suite Preferred!
  • Coaching
  • Collaborative leadership style not authoritative
  • Perform performance reviews.
  • Handle client escalations.

HIring ASAP- IF you fit thi - Apply today!

 

Job Tags

Traineeship, Immediate start, Night shift,

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