Contact Center Manager

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Reporting to the project team and project manager, the Contact Center Manager will lead the team responsible for the North American Contact Center performance, in meeting service levels and key initiatives.

Contact Center Manager will make an immediate and substantial impact on the success of our business as they partner with other business and technology leaders to plan, build, implement, monitor, and continuously improve North American Contact Center performance and operations.

This role will direct a team of front-line Team Leads that manage the existing day-to-day contact center channel and will direct the effort to define the future customer experience center strategy and requirements for the organization. Contact Center Manager’s extensive of knowledge of customer experience strategies, contact Center processes and technologies, as well as emerging trends in contact center capabilities will ensure the success of the North American Contact Center.

Success in The Role Will Require for Contact Center Manager to:

- Execute strategy and provide input to product/strategy development.
- Monitor, analyze and deliver results.
- Have a relentless focus on the client partnership and continuous improvement.
- Create a culture within the front-line management team which fosters employee engagement and a professional, inclusive workplace.
- Direct front-line Team Leads and share context for the important contribution they make to wider corporate goals.
- Share opinions, weigh potential outcomes, and provide recommendations.
- Network with and support peers and cross-functional partners to foster beneficial synergy across departments.
- Ensure compliance with Corporate and all industry laws and regulations.
- Commit to demonstrating and promoting the core values of Parsons.
- Direct the end-to-end annual compensation cycle (performance assessment through to payout).

Key Accountabilities for Contact Center Manager:

- Working as a key management member of the overall North American Contact Center.
- Develop business cases as required to secure annual/quarterly budgets and head count.
- Develop of the future-state Customer Experience Center strategy, and the design, build and activation of the new Target Operating model for the North American Contact Center.
- Provide management and overall direction to the North American Contact Center, including management of third-party providers, to ensure on-going effectiveness and efficiency of operations.
- Ensure client specific Service Level Agreements are met and/or exceeded.
- Plan, direct and oversee the implementation and on-going management of effective business practices, including; development of contact Center policies, goals, objectives, procedures and performance measures.
- Continually evaluate operations, process improvement, desired client-centered outcomes, and organizational outcomes.
- Ensure front-line Team Leads maintain adequate scheduling and staffing; recruit, retain, and develop staff; provide performance feedback, addressing issues as necessary, and provide input into staff performance reviews in a timely and effective manner; promote a safe and accountable environment; adheres to all Parsons policies, procedures, and standards.
- Ensure appropriate Business Continuity Plans (BCPs) are in place for mission-critical functions, processes, and technologies.
- Ensure with front-line Team Leads the coordination, alignment and integration with broader corporate goals and objectives.
- Collaborate with front-line Team Leads & inter-departmental business leads to analyze and implement any new customer experience processes or requirements.
- Provide analysis and insight on any new business initiatives and the impact to the North American Contact Center operations.
- Ongoing analysis with front-line Team Leads of Customer call types in search of opportunities to enhance service capability and improved convenience for customers.
- Consistently focus on daily metrics with front-line Team Leads to ensure service and cost objectives are being met with appropriate balance.
- Oversee the creation and maintenance of best practice call flows as the benchmarks for training and Quality assurance.
- Reinforce the principles of good performance management with Third Party partners.
- Setting with front-line Team Leads clear expectations and regular feedback on how individuals are performing; providing skill and knowledge coaching to help the individual succeed.
- Ensure that growth in capacity requirements is well forecasted and that all related key performance ind