Contact Center Manager

Welcome to Vanguard, a leading investment management company that values integrity, diversity, and excellence. We are currently seeking a dedicated and experienced Contact Center Manager to join our team and help us deliver exceptional customer service. As a Contact Center Manager at Vanguard, you will have the opportunity to lead and develop a team of talented associates who are committed to providing top-notch service to our clients. We are looking for a driven individual with strong leadership skills and a passion for customer satisfaction. If you have a proven track record in managing a high-performing contact center and possess the necessary qualifications, we invite you to apply for this exciting opportunity. Join us and make a positive impact on our clients' financial futures while growing your career with a company that values its employees.

1. Lead and manage a team of contact center associates to ensure efficient and effective delivery of customer service.
2. Develop and implement strategies to improve customer satisfaction and retention rates.
3. Monitor and analyze performance metrics to identify areas for improvement and develop action plans.
4. Train, coach, and mentor contact center associates to enhance their skills and knowledge.
5. Conduct regular team meetings to communicate company updates, policies, and procedures.
6. Collaborate with other departments to ensure consistency in customer service delivery across all channels.
7. Develop and maintain strong relationships with clients and provide resolution to complex customer inquiries.
8. Create and maintain a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
9. Implement and maintain quality assurance processes to ensure high-quality service delivery.
10. Stay updated on industry trends and best practices to continuously improve the contact center operations.
11. Manage and allocate resources effectively to meet service level agreements and business objectives.
12. Develop and monitor budgets, expenses, and revenue targets for the contact center.
13. Conduct regular performance evaluations and provide constructive feedback to team members.
14. Ensure compliance with company policies, procedures, and regulatory requirements.
15. Represent the company in a professional and positive manner at all times.

According to JobzMall, the average salary range for a Contact Center Manager in Malvern, PA 19355, USA is $70,000-$90,000 per year. This can vary depending on factors such as experience, qualifications, and the specific company. Salaries may also include additional benefits such as bonuses, commissions, and healthcare benefits.

The Vanguard Group, Inc. is an American registered investment advisor based in Malvern, Pennsylvania, with about $7.7 trillion in global assets under management, as of April 2023. It is the largest provider of mutual funds and the second-largest provider of exchange-traded funds in the world after BlackRock's iShares.