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#Li-Onsite

Job Summary:

We are seeking a highly motivated and detail-oriented Contact Center Support Manager to lead and oversee support functions that drive operational excellence in our contact center and operations department. This role will be responsible for managing Quality Assurance (QA), Process Improvement initiatives, and Knowledge Base (KB) strategy, ensuring a seamless and high-quality customer experience across all channels.

Key Responsibilities:

Quality Assurance

• Design and implement QA frameworks, scorecards, and calibration sessions.
• Monitor and evaluate agent performance through regular audits and feedback cycles.
• Deliver coaching recommendations and partner with team leads to enhance service quality.
• Analyze trends and root causes to drive service improvement initiatives.

Process Improvement

• Identify inefficiencies and implement scalable process enhancements across customer support workflows.
• Lead continuous improvement projects using data and stakeholder feedback.
• Collaborate with cross-functional teams to align support processes with business goals and customer needs.

Knowledge Management

• Own the development and maintenance of the contact center knowledge base (internal & customer-facing).
• Ensure accuracy, accessibility, and relevance of support content.
• Create documentation standards and implement content governance processes.
• Facilitate regular reviews and updates in coordination with operations and training teams.

Reporting & Support Functions

• Track and report on QA, KB, and process metrics to inform business decisions.
• Support internal communication and change management related to process and policy updates.
• Partner with Training, Workforce Management, and Tech teams to support operational goals.

Qualifications:

• Bachelor’s degree in Business, Communications, Operations Management, or a related field.
• 5+ years of experience in a contact center environment, with at least 2 years in a leadership or support function role.
• Proven expertise in Quality Assurance, process design/improvement, and knowledge management.
• Strong analytical and problem-solving skills with a data-driven mindset.
• Excellent communication and interpersonal skills.
• Proficient in QA tools, CRM, ticketing systems, and knowledge platforms (e.g., Zendesk, Salesforce, Confluence).
• Six Sigma or Lean Certification is a plus.