What are the responsibilities and job description for the Contact Center Manager position at Refactor Talent?
We’re seeking to connect a Contact Center Manager with a leading company in fintech on a full time basis. The role is in person and located in Roswell, GA. As a Manager, Contact (Telephony/Voice), you will have the opportunity to join a passionate, motivated team and leverage your expertise in customer communications, CRM systems, and analytics.
Key Responsibilities:
Own and optimize telephony systems and integrations with Salesforce Service Cloud
Collaborate closely with cross-functional teams to improve client communication processes and systems.
Break down communication workflows into actionable requirements for technical and operational teams.
Effectively communicate complex technical concepts to both technical and non-technical stakeholders.
Conduct analysis of inbound communications to identify trends and opportunities for improvement.
Design and implement self-service solutions to reduce client contact volume.
Develop reporting dashboards to provide insights into communication performance and client behavior.
Qualifications:
Minimum of 8 years of experience in customer communications, CRM, or related fields.
Proficient in Salesforce Service Cloud and telephony platforms such as Dialpad or similar.
Strong experience with data analysis, reporting, and dashboard development.
Proven ability to build processes and systems from the ground up.
Experience working in fintech or B2B SaaS environments preferred.
Strong communication and stakeholder management skills.
Expected Pay and Benefits:
Medical, Dental, and Vision insurance
401(k) program
If this role is an ideal fit for you, we want to hear from you. Refactor Talent is committed to connecting top talent with incredible opportunities. We would like to help you succeed as you navigate your career search. Apply now so that we can take these next steps together.
Salary : $110,000 - $160,000