Contact Center Manager- REMOTE ( MUST BE IN USA)

Big Burrito Restaurant Group is seeking a dynamic Contact Center Manager to lead our customer service team! In this vital role, you will be responsible for overseeing our contact center operations, ensuring that we deliver exceptional service and support to our customers. You will manage a team of customer service representatives, develop strategies to enhance customer satisfaction, and implement processes to improve efficiency. Your leadership and communication skills will be crucial in maintaining a positive work environment and training team members. The ideal candidate will possess a strong background in customer service, have a knack for problem-solving, and be passionate about creating a positive experience for each customer interaction. If you're ready to make a significant impact on our customer service strategy, we want to hear from you!

Responsibilities

• Manage daily operations of the contact center, ensuring high levels of customer satisfaction.
• Train, mentor, and develop customer service representatives for optimal performance.
• Monitor call metrics and customer feedback to drive continuous improvement.
• Implement effective processes and protocols to boost team efficiency.
• Collaborate with other departments to address customer concerns and enhance service delivery.
• Prepare performance reports and analyze data to identify trends and opportunities.
• Ensure compliance with company policies and industry regulations.

• Bachelor's degree in business administration or a related field preferred.
• Proven experience in a contact center management role or similar position.
• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Proficient in call center software and customer relationship management (CRM) tools.
• Ability to analyze data and develop actionable strategies.
• Strong organizational skills and attention to detail.