| Contact Center Project Manager Location: Providence, Rhode Island at Providence, Rhode Island, USA |
| Email: [email protected] |
| From: Sudheer Reddy, TIA infotek [email protected] Reply to: [email protected] Hello Connections, Hope you are doing well, Title: Contact Center Project Manager Location: Providence, RI Job Description: Our client located in Providence, RI has an opening for a Contact Center Project Manager. The Contact Center Project Manager will be working with the System Administrator to assist in the transformation of the Contact Center. Responsibilities The role encompasses direct communication with the System Administrator and stakeholders, as well as internal team members to drive optimal customer support, performance, and operational efficiency Provide hands-on management to the contact center team, leading customer service discussions to resolve end-user issues Offer prompt and timely status reports during tasks, projects, or troubleshooting events to the System Administrator and client stakeholders as applicable Manage, motivate, and provide continuous support to contact center agents Remain visible and accessible to staff, addressing questions and offering guidance Handle escalated calls and incidents, and assist agents as needed, ensuring a thorough understanding of issues faced by contact center agents Monitor queue(s), tracking inbound calls, and ensure agents are aware of key metrics like call waiting, abandonment rates, etc Present performance and monitoring reports periodically to stakeholders Develop recommendations for improving customer service operations based on best practices Report operational risks, concerns, and issues Collect, analyze, and summarize data for performance reports, identifying trends Oversee the creation, maintenance, and delivery of product and service training to all contact center agents Work diligently to optimize the orientation period for new agents Required Bachelors Degree 5 years of experience as a Project Manager PMP Certification Experience using Call Center technology NICE In Contact experience preferred ____________ Thanks & Regards Sudheer Reddy Kappari Senior Technical Recruiter TIA Infotek +1 281 667 4308 [email protected] https://www.linkedin.com/in/sudheerreddykappari/ Keywords: Rhode Island Contact Center Project Manager Location: Providence, Rhode Island [email protected] |
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| Sat Apr 06 01:26:00 UTC 2024 |