Harvard Resource Solutions is seeking a Contact Center Manager for our client in Auburn Hills on a direct hire basis.
In office ( Hybrid working arrangement is available following 4-6 months of successful employment).
Responsibilities of the Contact Center Manager
Lead daily team operations by coaching on behaviors, product knowledge, processes, and team development through regular feedback and observations.
• Drive team performance by meeting KPIs, ensuring exceptional member experiences, and addressing performance gaps.
• Use workforce management tools to forecast volumes and create staffing plans that meet service level goals. Analyze data for performance improvement recommendations.
• Hire, train, and evaluate team members, offering coaching and professional development to support member success.
• Assist with sales and service across contact channels, resolving member disputes while ensuring compliance with policies and regulations.
• Oversee member communications and scripts, ensuring adherence to policies, laws, and regulatory requirements, including the Bank Secrecy Act and the Patriot Act.
• Enforce security protocols and ensure accurate member identification in all interactions.
