Call Center Manager

Roles & Responsibilities

About Us:
At Terra, we believe that exceptional customer service is the heart of our success. We are a dynamic and growing company dedicated to providing outstanding support to our customers around the clock. Our 24/7 contact center is the frontline of our mission, and we are looking for a strategic leader to guide this critical team to new heights of performance and excellence.

The Opportunity:
We are seeking an experienced and driven Contact Center Manager to oversee our 24/7 operations. This is a pivotal leadership role responsible for ensuring seamless customer service delivery, optimizing team performance, and fostering a positive and efficient work environment across all shifts. If you are a proactive leader who thrives in a fast-paced environment and is passionate about coaching teams and improving customer satisfaction, we want to hear from you.

Key Responsibilities:

• Leadership & People Management: Lead, mentor, and motivate a large team of supervisors, team leads, and customer service representatives across multiple shifts (including nights, weekends, and holidays).
• Operational Excellence: Manage the daily operations of a 24/7 contact center, ensuring service level agreements (SLAs) are consistently met or exceeded for key metrics (e.g., Answer Speed, Abandonment Rate, First Contact Resolution).
• Performance Management: Monitor and analyze contact center performance data (via CRM, telephony systems, and WFM software) to identify trends, implement improvements, and drive accountability.
• Resource Planning & Workforce Management: Collaborate with WFM analysts to forecast volume, create efficient staffing schedules, and manage real-time adherence to ensure optimal coverage.
• Quality Assurance: Develop and maintain quality assurance programs to monitor customer interactions, provide constructive feedback, and implement training initiatives to elevate service quality.
• Customer Experience: Champion the customer experience, developing strategies to improve customer satisfaction (CSAT) and Net Promoter Score (NPS).
• Process Improvement: Continuously identify and implement process improvements, technological enhancements, and best practices to increase efficiency and agent productivity.
• Reporting: Prepare and present regular reports on contact center performance, challenges, and achievements to senior management.

What We're Looking For (Qualifications):

• Experience: 5+ years of experience in a contact center management role, with a proven track record of leading large teams in a 24/7 environment.
• Technical Proficiency: Deep familiarity with contact center technologies (e.g., Avaya, Cisco, AWS Connect), CRM systems (e.g., Salesforce, Zendesk), and Workforce Management (WFM) principles.
• Data-Driven Mindset: Strong analytical skills with the ability to interpret data, create reports, and make data-informed decisions to drive performance.
• Leadership Skills: Exceptional leadership and interpersonal skills with a demonstrated ability to coach, develop, and inspire teams to achieve excellence.
• Communication: Excellent verbal and written communication skills, with the ability to effectively communicate with frontline staff, peers, and executives.
• Problem-Solver: A proactive and resilient problem-solver who can manage high-pressure situations, including escalations and crisis management.
• Education: Bachelor's degree in Business Administration, Communications, or a related field is preferred. Equivalent practical experience will be considered.

What We Offer:

• A competitive salary and performance-based bonus structure.
• Opportunities for professional development and career advancement.
• A collaborative and supportive company culture that values innovation and initiative.

Ready to Lead Our Team?
If you are a strategic leader ready to take on the challenge of managing a dynamic 24/7 operation, please apply with your resume and a cover letter outlining your key achievements in contact center management.

Terra is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Tell employers what skills you have
CRM
Coaching
Leadership
Analytical Skills
Customer Experience
Process Improvement
Quality Assurance
Interpersonal Skills
Service Level
Telephony
Accountability
Workforce Management
Customer Satisfaction
Performance Management
People Management

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