Manager, Contact Center Operations & Strategy

To excel as the Manager, Contact Center Operations & Strategy at Jerry, candidates need a Bachelor's degree in a rigorous discipline along with over 8 years of experience managing inbound contact center teams, whether in sales or customer support. Demonstrated success in optimizing business processes is crucial, as well as proficiency in Excel and comfort with data analysis.

At Jerry, you'll find a dynamic and high-performance culture that encourages collaboration and supports innovative thinking. As the Manager of Contact Center Operations & Strategy, you will lead diverse teams, setting ambitious goals while nurturing a spirit of continuous improvement and rewarding top performance among your colleagues.

The Manager, Contact Center Operations & Strategy at Jerry will be laser-focused on three critical performance metrics: Operational Cost per Customer, Speed of Customer Request Fulfillment, and Customer Satisfaction. Your role will involve overseeing improvements in these areas to elevate the customer experience.

In the Manager role at Jerry, you will own the sales and customer service operations teams’ P&L, implement performance management strategies, enhance training programs, lead workflow optimization initiatives, and partner with automation teams to refine the customer journey. This comprehensive approach is vital for ensuring operational excellence.

As the Manager, Contact Center Operations & Strategy, you'll work with cutting-edge technologies including automation tools and our proprietary GenAI chatbot & voicebot. Your role will involve enhancing these systems to streamline customer interactions and improve overall efficiency in the contact center.

Jerry is committed to fostering professional growth, especially for the Manager, Contact Center Operations & Strategy. You'll benefit from mentorship opportunities, performance feedback, and access to a talent-dense environment that encourages skill enhancement and career acceleration.

The Manager, Contact Center Operations & Strategy will significantly influence Jerry's growth trajectory, playing a critical role in expanding our customer base from 5 million to 50 million. Your leadership will help shape the customer experience and drive the company toward its ambitious goal of becoming a $5 billion business.

To evaluate performance in a contact center, consider implementing a balanced scorecard approach that reviews both quantitative metrics like Average Handle Time and qualitative feedback from customer satisfaction surveys. It's essential to analyze these metrics in conjunction with coaching sessions to identify areas for both individual and team improvement.

In a previous role, I identified inefficiencies in our call routing process, which was affecting response times. By implementing a new omni-channel system, we improved customer data collection, reduced wait times by 30%, and significantly raised overall customer satisfaction. Use the STAR method to illustrate specific optimizations and their impacts.

Effective management of remote teams relies on clear communication and regular check-ins. Utilizing collaboration tools like Slack or Microsoft Teams, I establish structured daily or weekly meetings, encourage team bonding exercises, and provide resources for personal well-being to ensure productivity and team cohesion.

Training and onboarding should be tailored to provide new hires with a thorough understanding of the company’s culture and their role. I advocate for a structured program that includes hands-on experiences, feedback sessions, and readiness assessments before they start interacting with customers. This approach increases confidence and retention.

To ensure high customer satisfaction, I prioritize understanding customer needs and behaviors. I advocate for active listening and empathy among agents, proactive communication about service issues, and leveraging customer feedback to continuously refine our processes and enhance the customer experience.

Data analysis is crucial in contact center operations as it provides insights into performance metrics, customer trends, and operational efficiencies. By regularly reviewing key metrics like call volume, resolution rates, and customer feedback, I generate actionable strategies to enhance performance and service quality.

Addressing underperformance requires a delicate balance of support and accountability. I focus on identifying root causes through one-on-one discussions and tailored action plans, ensuring team members have the resources and guidance needed to improve. Clear objectives and follow-up are essential to this process.

Workflow optimization involves analyzing existing processes, identifying bottlenecks, and applying technology to streamline operations. Techniques like process mapping and automation of routine tasks can drastically reduce inefficiencies, allowing teams to focus on customer engagement rather than administrative duties.

Fostering collaboration requires regular communication and shared goals. I facilitate cross-departmental meetings to align objectives, leveraging collaboration tools for transparency. Encouraging teams to share insights and feedback creates a symbiotic relationship that drives both operational success and innovative product development.

In a previous position, we implemented an AI-driven chatbot that handled basic inquiries, reducing the call volume by 20%. This allowed human agents to focus on more complex cases, leading to higher customer satisfaction. Sharing effective examples of automation implementations illustrates your capability to optimize operations.