Contact Center Operations Manager

ICT Group, Inc. is a leading globally integrated supplier of customer relationship management (CRM) solutions. We provide a full range of services through multiple communications channels to help clients identify, acquire, retain, service, measure and maximize the lifetime value of their customer relationships.

We currently have an opening for a Contact Center Operations Manager in our Louisville, KY facility.

Responsibilities include: Responsible for the overall leadership and development for a team of supervisors and other direct reports. Complete periodic reviews with assigned team to ensure comprehension and achievement. Develop and execute a plan designed to meet company productivity and utilization targets. Develop and execute a plan designed to meet key client goals and initiatives. Aid Operations and Human Resources in developing a plan to manage agent attrition. Liaison with Client Services to ensure a seamless unified front is presented to the client.

 

Experience: Candidates are required to have 3-5 years management experience; call center experience preferred. 1-2 years experience with IB technical support, AVAYA telecommunications equipment, and familiar with Apple products. Candidate should also posses experience in managing a dynamic sales environment; preferably in the telecommunications sector. A Bachelor’s degree or equivalent work experience is also required.

 

Please email confidential resume to Ryan Holder at RyHolder@ictgroup.com

 

ICT Group Inc is an equal opportunity employer