Contact Center Manager

Contact Center Manager

COMPANY INFORMATION

Precise Software Solutions, Inc. is a fast growing and highly respected small business committed to providing high quality Information Technology (IT) consulting services to government and commercial organizations. Precise focuses on agility and practicality and is committed to meeting highest client expectations and delivering value to our clients.

DUTIES AND RESPONSIBILITIES

The Contact Center Manager is responsible for managing user exchange and serves as the expert and authority for a customer Contact Center. This role will serve as the single point of contact to assist in all aspects of contact center operations, coordinate activities among third-party developer community, resolves questions including dispute resolution with service providers. Duties include:

• Performing capacity planning, staff scheduling, and workload projections based on performance standards of project.
• Monitoring contact center tasks and keep the Program Manager abreast of all problems and accomplishments
• Anticipating problems, and work to mitigate the anticipated problems using current technologies.
• Applying knowledge of human abilities, limitations, and characteristics to ensure designs reflect comfortable and effective human use, including creating UX artifacts such as personas to organize, structure, and label content in an effective and sustainable way.
• Identifying problems uncovered by testing or customer feedback and validates, prioritizes, documents and tracks to resolution those problems

REQUIRED SKILLS

• At least eight years of contact center experience, including at least 3 years successfully managing a contact center and serving as a customer service agent.
• At least 2 years of serving as a contact center supervisor
• Experienced in organizing, planning, directing, and coordinating contact center teams consisting of 6 or more contact center agents, accommodating fluctuations in call volumes, and coordinating issues with IT staff
• Effective oral and written communications and making presentations to management
• Working knowledge of state-of-the-art contact center technologies and UX practices
• Experience leading implementation of contact center infrastructure setup, operations, and maintenance
• Experience with advanced/cloud-based contact center software and tools
• Experience with AWS Connect, Salesforce, Adobe Captivate, Knowledge Owl Knowledge Base, and XML testing tools (Altova XML Spy)

EDUCATION

• Undergraduate college degree from an accredited college or university in a course of study directly related to the requirements of this contract.
• Project Management Institute Project Management Professional Certification (or equivalent

ABOUT US

Precise Software Solutions, Inc., an SBA 8(a) program participant, is an innovative small business with a proven record of success delivering quality services and solutions to government organizations. A CMMI Level 3 company, Precise serves as a trusted advisor to senior technology executives and helps government agencies enhance and expand their information technology capabilities. Precise helps their customers capitalize on the efficiencies offered by technological advancements and ensures the integrity of their IT systems and programs so they can perform their public mission more effectively. The company is known for delivering agile and innovative solutions and specializes in strategic consulting, system modernization and integration, digital transformation and experience, infrastructure and cloud implementation, and data management and analytics.

BENEFITS AND PERKS:

• Comprehensive Health Benefits (Medical, Dental and Vision) including High Deductible Health plan where company pays 100% of the deductible for your family.
• Flexible Spending Accounts (FSA) & Health Savings Account (HSA)
• Retirement Plan with 4% match and discretionary match at year end
• Paid Time Off (PTO): 15 days of PTO accrued per year; 7 holidays 3 Floating holidays; 2 Innovation days (paid training days)
• Short Term and Long-Term Disability
• Paid Parental Leave
• Paid Jury Duty leave
• Life and AD&D Insurance
• Critical Illness Insurance
• Training and Development
• Wellness Incentives & Discount programs
• Employee Referral Program
• Annual Charity Donation Match
• Awards and Recognition

Our Equal Employment Opportunity Policy

Precise is an equal opportunity employer. The company shall not discriminate against any employee or applicant because of race, color, religion, creed, sex, sexual orientation, gender or gender identity (except where gender is a bona fide occupational qualification), national origin, age, disability, military/veteran status, marital status, genetic information or any other factor protected by law. We are committed to equal employment opportunity in all decisions related to employment, promotion, wages, benefits and all other privileges, terms and conditions of employment. The company is dedicated to seeking all qualified applicants.