# Manager, Contact Center Operations

**Company**: Kobie
**Location**: St. Petersburg, Florida
**Work arrangement**: remote
**Experience**: senior
**Job type**: Full-Time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.lever.co/kobie/65566811-1f1a-4593-9ba3-35d2ebe1b542?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_176045af-186

## Description

Join Kobie, a National Top Workplace and Top Remote Workplace, where the best minds in loyalty come together. As a Manager, Contact Center Operations, you will provide day-to-day tactical management and execution of a Tier 1 contact center supporting multiple clients' loyalty program customers by phone, email, and chat.

You will translate the organization's strategic goals into tactical deliverables, provide guidance, assistance, coaching, and feedback to your supervisory team, and ensure that service levels and customer satisfaction goals are met.

Key responsibilities:

- Learn specific client loyalty program guidelines

- Meet all client requirements for service level and customer satisfaction

- Serve as a resource for your team

- Ensure consistency and reliability in contact center agent/customer interactions

- Establish short-term/mid-term/long-term performance goals with supervisory staff

- Develop supervisor skillsets

- Approach each day with a positive, professional, customer-centric & team-oriented outlook

- Communicate effectively orally and in writing

- Take ownership of queue service levels

- De-escalate customer situations through effective communication and problem-solving skills

- Learn and efficiently use all internal tools and resources

- Work independently

- Adhere to company policies and procedures

- Serve as a point person and resource for peers and other coworkers

- Work with internal and external customers and clients to understand trends and emerging issues

- Interact daily with agents to build team morale and demonstrate support

- Develop and deliver center activity reporting

Requirements:

- Experience working in a small contact center and fast-moving growth environment

- Advanced computer knowledge with a high level of expertise in Microsoft Excel, Word, and PowerPoint

- A 'whatever it takes' attitude to care for customers, agents, and the business

- Ability to demonstrate flexibility and agility with changes in work processes and the work environment

- Strong ability to multitask and meet deadlines

- Ability to make smart decisions quickly or under pressure

- Advanced emotional intelligence and customer-centric service orientation

- Excellent problem-solving ability and the ability to teach/guide supervisory staff through problem-solving events

- Excellent communication skills

- Advanced level of accuracy and attention to detail

- Excellent coaching & feedback delivery ability

- Able to evaluate multiple reports for trend patterns

- Knowledge of WFM teams and responsibilities in the contact center

Education and Experience:

- At least 2 years' college; degree preferred

- 4-6 years of related, relevant experience

## Skills

### Required
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- customer service
- problem-solving
- communication
- emotional intelligence
- coaching
- feedback delivery
- data analysis

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/kobie/65566811-1f1a-4593-9ba3-35d2ebe1b542?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)