We are seeking an innovative Contact Center Operations Manager to lead our contact center team and collaborate with other leadership teams to enhance our efficiency, customer experience, and employee engagement. This role focuses on developing systems and strategies to drive operational excellence, foster a positive work culture, and continuously improve service delivery.

Key Responsibilities:

• Collaborate closely with operations leadership to identify opportunities, set goals, and achieve strategic goals.
• Design and implement plans to elevate customer experience, streamline operations, and boost agent productivity.
• Analyze operational performance to pinpoint improvement areas and develop action plans.
• Identify, track, and analyze key performance indicators (KPIs) to measure business performance, drive improvements, and assess the impact of changes.
• Present strategic recommendations to senior leadership to enhance operations and service quality.
• Stay informed about the latest industry technologies and trends.
• Develop staffing plans, recruit new talent, and develop key team members.
• Lead and manage two supervisors and a team of 25 agents.
• Implement programs to boost employee motivation and maintain a positive, engaging work environment.
• Champion communication and performance initiatives.

Skills and Qualifications:

• Proven experience in contact center management.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent analytical and problem-solving abilities.
• Proficiency in identifying and managing KPIs and metrics.
• Effective communication and presentation skills.
• Familiarity with the latest contact center technologies and trends.
• Experience in developing and implementing staffing plans.
• Ability to foster a positive work culture and enhance employee engagement.
• Strong organizational and time management skills.
• Strategic thinking with a focus on continuous improvement.
• Proficiency in customer relationship management (CRM) software.
• Advanced knowledge of Microsoft Office Suite (Excel, Word, PowerPoint).

Join us to help drive operational success and create a work environment where employees feel valued and motivated. If you are a forward-thinking leader with a dedication to excellence and innovation, we invite you to apply for this exciting opportunity!

Terminix is a locally owned and operated company who has provided pest control services to residents and businesses in the Triad area of North Carolina for 90 years. As a franchise of Terminix International, the world's largest pest control company, we are proud to be a family-owned franchise managed by four generations of the same family.

We are passionate about what we do for our customers and our communities we live in. If you are looking for worthwhile work, then we have a great opportunity for you and we would love to hear from you today!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.