Remote Site Manager

Summary

Join ISN Corporation as an Operations Site Manager and oversee the operations of a large, high-volume government omni channel contact center.

Requirements

• Knowledge of contact center technologies, including intelligent IVR, Chatbot, live Chat, VOIP telephony, ACD, and CRM and associated tools
• Adaptability to changing circumstances, as well as a proactive approach to overcoming potential blockers and mitigating risks
• Workforce management skills sufficient to ensure staffing for all communications channels is sufficient to meet performance measures, including real-time management
• 6-8 years experience overseeing operations, including the planning and execution of all operations of a high-volume contact center with approximately 1M contacts per year
• Expertise in contact center performance measures, customer relationship management, knowledge management, workforce management, quality assurance, call scripting, call routing, data analysis, omnichannel operations, standard operating procedures, and conflict resolution and CSR training
• Bachelor's degree in business, communications, or a related field

Responsibilities

• Oversee operations of a large, high-volume government omni channel contact center
• Ensure adequate staff at all times
• Plan and execute all operations of a high-volume contact center

Benefits

• Major medical insurance with prescription coverage
• Dental plan
• Flexible spending
• Short-term and long-term disability benefits at no cost to employees
• Basic life insurance at no cost to employees
• Retirement Plan
• Paid leave with accrual beginning at Date of Hire