Senior Customer Contact Center Manager

The team you will be a part of

This role in summary

We are seeking a highly motivated and experienced Senior Manager to lead our Contact Center Strategy & Operation Team. This pivotal role will be responsible for the strategic and operational oversight of key functions including recruiting, training, technology, workforce management, project management, and data management. The ideal candidate will be a dynamic leader with a proven track record of driving performance, optimizing efficiency, and fostering a positive and engaging work environment.

Your responsibilities will include

Strategic Leadership:

• Develop and implement strategic plans to optimize contact center performance and achieve key performance indicators (KPIs).
• Identify and analyze industry trends and best practices to drive continuous improvement.
• Collaborate with senior management to align contact center operations with overall business objectives.

Recruiting and Onboarding:

• Develop and execute effective recruitment strategies to attract and retain top talent.
• Oversee the onboarding process to ensure new hires are equipped for success.
• Manage relationships with recruitment agencies and other external partners.

Training and Development:

• Design and implement comprehensive training programs to enhance agent skills and knowledge.
• Develop and maintain training materials and resources.
• Monitor training effectiveness and make necessary adjustments.
• Implement continuous learning programs.

Technology Management:

• Oversee the selection, implementation, and maintenance of contact center technology, including telephony systems, CRM, and workforce management tools.
• Ensure technology is utilized effectively to optimize performance and enhance customer experience.
• Stay abreast of emerging technologies and recommend innovative solutions.

Workforce Management (WFM):

• Develop and implement effective workforce management strategies to ensure optimal staffing levels and service levels.
• Analyze call volume, handle time, and other key metrics to forecast staffing needs.
• Manage scheduling, real-time adherence, and time-off requests.
• Ensure compliance with labor laws.

Project Management:

• Lead and manage contact center projects from conception to completion, ensuring projects are delivered on time and within budget.
• Develop project plans, track progress, and communicate updates to stakeholders.  
• Identify and mitigate project risks

Data Management and Analytics:

• Develop and maintain robust data management processes to ensure data accuracy and integrity.
• Analyze contact center data to identify trends, insights, and opportunities for improvement.
• Generate regular reports and dashboards to track performance and provide actionable insights.
• Utilize data to drive process improvements.

Team Leadership:

• Provide leadership, coaching, and mentoring to contact center managers and staff.
• Foster a positive and collaborative work environment.
• Conduct regular performance reviews and provide feedback.
• Manage performance of all direct reports.

Minimum requirements

• Bachelor's degree in business administration, management, or a related field (Master's degree preferred).
• Minimum of 7-10 years of experience in contact center management, with a proven track record of success.  
• Strong leadership and management skills, with the ability to motivate and develop teams.  
• Extensive experience in recruiting, training, technology, workforce management, project management, and data management.
• Excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Proficiency in contact center technology and software.  
• Knowledge of industry best practices and trends.
• Experience with budget management and financial analysis.
• Ability to work in a fast paced environment.

Preferred skills and experiences

• Certifications in contact center management or related fields.
• Experience with CRM systems such as Salesforce & Workforce planning systems.

What we offer

Join our well-structured and consolidated team at KitchenAid, where collaboration and excellence are deeply valued. You'll thrive in an international environment offering global career opportunities. This role provides a unique chance to influence company development and engage in impactful international projects. Enjoy a supportive team spirit and positive atmosphere that fosters growth and innovation. Embrace agile working practices and immerse yourself in our vibrant international culture, becoming a true KitchenAid'er who contributes to our collective success!