Contact Center Manager | Customer Service [coc0023220]

Contact Center Manager | Customer Service

ProSidian is a Management and Operations Consulting Services Firm focusing on providing value to clients through tailored solutions based on industry leading practices. ProSidian services focus on the broad spectrum of Risk Management, Compliance, Business Process, IT Effectiveness, Energy & Sustainability, and Talent Management. We help forward thinking clients solve problems and improve operations.

Launched by former Big 4 Management Consultants; our multidisciplinary teams bring together the talents of nearly 190 professionals globally to complete a wide variety of engagements for Private Companies, Fortune 1,000 Enterprises, and Government Agencies of all sizes. Our Services are deployed across the enterprise, target drivers of economic profit (growth, margin and efficiency), and are aligned at the intersections of assets, processes, policies and people delivering value.

ProSidian clients represent a broad spectrum of industries to include but are not limited to Energy, Manufacturing, Chemical, Retail, Healthcare, Telecommunications, Hospitality, Pharmaceuticals, Banking & Financial Services, Transportation, Federal and State Government Agencies.

Job Description

ProSidian Seeks a Contact Center Manager | Customer Service for Program Support on a Exempt 1099 Contract: No Overtime Pay Basis Technical Element generally located across the CONUS - Charlotte, NC Across The Mid Atlantic Region supporting.

We seek 220 candidates with relevant Government And Public Services Sector Experience (functional and technical area expertise also ideal) to support professional services engagement for Government And Public Services Sector Clients such as COC. This as a Technical Element or Contract W-2 (IRS-1099) Customer Service Functional Area Professional - Contact Center Management Position; however, ProSidian reserves the right to convert to a Full-Time ProSidian employed W-2 Position.

JOB OVERVIEW

Provide services and support as a Contact Center Management (Contact Center Manager) in the Government And Public Services Industry Sector focussing on Human Capital Solutions for clients such as City of Charlotte (COC) | Charlotte Cooperative Purchasing Alliance (CCPA) Generally Located In CONUS - Charlotte, NC and across the Mid Atlantic Region (Of Country/World).

RESPONSIBILITIES AND DUTIES - Contact Center Manager | Customer Service [COC0023220]

Manage staff, budgets, and operational strategy.

Monitor KPIs and implement improvements.

Coordinate technology and system upgrades.

The role(s) are located in the Mid Atlantic Region is at or near CONUS - Charlotte, NC. Initially identified Work Site Address (Subject to Change or Working Remotely): 615 East 4th Street Charlotte, NC 28202

Qualifications

Desired Qualifications For Contact Center Manager | Customer Service [COC0023220] (COC0023220) Candidates:

5+ years contact/call center leadership.

Education / Experience Requirements / Qualifications

Bachelor's degree preferred.

5+ years contact/call center leadership.

This position aligns with functional/technical service requirements and client engagements in the Government And Public Services Client Industry Sector: Government And Public Services (GPS) Sector Group: Driving Excellence In Service Delivery Through Government And Public Services Innovation And Partnership. Contact Center Manager | Customer Service [COC0023220] Candidates shall work to support requirements for Customer Service Functional Area Services and shall work as a Contact Center Manager | Customer Service [COC0023220].

Skills Required

Primarily focused on Professional and Management Development Training initiatives and aligned with 220 activities 220 Functional Area Activities.

Strategic planning, leadership, data analysis.

Competencies Required

• Business acumen, adaptability, results orientation.

Ancillary Details Of The Roles

• Oversees vendor or outsourced partner relationships.
• Leads disaster recovery planning for operations.

Other Details

May manage multi-site operations.

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