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Contact Center Operations Manager Job, Fort Myers, FL

Job Number: 1028484

Location: Fort Myers, FL

Date Posted: 6-22-2017


The Contact Center Operations Manager is responsible for expansion and operational support of FCA's Customer Contact Center in Ft. Myers, FL supporting customer inquiries and recall customer service support. The Operations Manager will serve FCA customers by planning and implementing call center strategies, improve operational processes and systems, and provide leadership to call center staff and supplier partner. You will be accountable to ensure agents and team leaders deliver exceptional customer service while achieving FCA goals and objectives.  This position is in FCA's Customer Contact Center in Ft. Myers, FL
Job responsibilities include but are not limited to:
  • Oversee the day-to-day operations of customer contact center and ensure delivery of an outstanding customer experience
  • Implement and sustain achievement of key performance indicators, including service level, average handle time, case resolution time, CSI and cost
  • Analyze trends and incorporate actual and forecasted contact volumes, contact patterns, staff productivity and resource allocation, and use the results to make decisions regarding contact center staffing
  • Implement strategies to improve agent performance through, recruiting, training, and monitoring of skills and behaviors
  • Participate in weekly and monthly quality calibrations
  • Identify and implement process improvements to drive an increase in customer satisfaction and quality as well as improve operational efficiency

Basic Qualifications:

  • Bachelor's degree in Business or related
  • Minimum 5 years' management experience in customer service, call center or related field


Preferred Qualifications:

  • Master's degree preferred
  • Experience in technical service, field or dealer operations
  • Strategic thinker; self-directed
  • Customer-focused; able to guide people to follow processes that drive customer satisfaction
  • Results oriented and accountable to deliver solutions
  • Process focused; able to develop and implement initiatives to drive efficiency
  • Strong interpersonal and presentation skills

FCA US is proud to extend to its employees a compensation and benefits package that is designed to retain their talent and to motivate and reward job performance. Our present compensation program provides for competitive, market based salaries, and annual vacation and holiday time off. We make available a comprehensive health care benefits plan which, depending upon the employee’s role, includes medical, dental, vision and prescription drug coverage. We also offer a disability absence plan, group and optional life insurance program, savings plan, tuition assistance, and vehicle purchase and lease discounts for certain employees, and for their family and friends.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.

Note: Some of the benefits listed above may not apply to summer vacation replacement and temporary employees.

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