Contact Center Manager - Augusta
6 hours ago
Job description
Job Title:
Contact Center Manager
Skills:
Contact Center Operations, Strategic Program Ownership, Sales, Training & Quality Integration, retention strategy, Project & Change Management.
Experience: 10 + years
Job Location:
Augusta, GA
Full Time and Onsite
We at Coforge are hiring Contact Center Manager with the following skillset:
Required Qualifications
3–5+ years of contact center leadership experience.
Experience in sales, retention, training delivery, or coaching in a contact center environment.
Strong communication, follow‑up, and organizational skills.
Ability to lead projects and cross‑functional initiatives in a high‑paced, high‑volume environment.
Strong understanding of contact center KPIs and performance levers.
Must be willing to work on‑premise.
Preferred Qualifications
Experience supporting telecommunications customer retention or save‑a‑customer programs.
Project management experience or certifications (e.g., PMP, Lean Six Sigma).
Key Responsibilities
Strategic Program Ownership
Lead and manage key enablement programs across sales, training, and quality for the contact center.
Support telecom retention strategy by ensuring agents have the skill, confidence, and tools to save customers effectively.
Partner with operations leadership to align enablement initiatives with performance goals, KPIs, and daily execution.
Sales, Training & Quality Integration
Strengthen the connection between training, quality, and frontline coaching to improve adoption of new processes and close performance gaps.
Collaborate with Sales Enablement and Training teams to drive impactful launch readiness for new offers, systems, and retention playbooks.
Ensure quality insights translate into actionable plans and frontline improvements.
Project & Change Management
Coordinate cross‑functional enablement projects from concept through rollout, including updates to tools, workflows, and processes.
Build project timelines, communication plans, set strategic goal and execution frameworks that ensure successful implementation.
Serve as the point of contact for operational readiness, tracking milestones and driving accountability.
Leadership & Communication
Provide clear, consistent communication to frontline leaders, trainers, and agents regarding new initiatives, priorities, and expectations.
Build strong relationships across operations, training, quality, and sales to ensure alignment and support.
Foster a positive, high‑performance culture on‑site.
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