Contact Center Quality Manager jobs in Delaware

About Us

SANFORD headquartered in Stafford, VA., is a Service-Disabled VeteranOwned Small Business that provides federal professional services, primarily engaged in providing advanced information technology, cyber security, management systems support, as well as business and infrastructure management services.

We are among the most innovative, respected, and ethical providers of technology solutions to the United States government. Our mission is to provide superior-quality, innovative, information technology solutions that help federal agencies best aid, serve, and protect the American people.

Why Collaborate with Sanford Federal, Inc.?

You can take pride in working with a company dedicated to serving our government by providing the best, most cost-effective solutions for the US
Government. Our work helps the US Government secure our nation, support the efforts of our military and intelligence communities, and provide lifesaving medical services to our soldiers, vets, and their families.

Position Title: Contact Center Manager

Qualifications: must have, at minimum, a bachelor’s degree.

Experience:

• Minimum of 5 years of call center experience.
• Minimum of 5 years of supervisory or management experience.
• Demonstrated ability to develop and establish contact center all-encompassing operational strategies.

Responsibilities: The Contact Center Manager is a key individual responsible for managing NFIP Direct's Contact Center, overseeing its day-to-day operations, and developing operational strategies to enhance efficiency and customer satisfaction.

Key Responsibilities:

• Contact Center Operations: Manage and oversee the daily operations of NFIP Direct's Contact Center, ensuring adherence to service level agreements and quality standards.
• Supervision and Leadership: Provide leadership and supervision to contact center staff, fostering a positive and collaborative work environment.
• Operational Strategies: Develop and implement comprehensive operational strategies for the Contact Center, focusing on efficiency, customer satisfaction, and continuous improvement.
• Performance Monitoring: Implement performance monitoring systems to track and evaluate the performance of contact center staff and the overall effectiveness of operations.
• Customer Service Excellence: Ensure that the Contact Center delivers exceptional customer service, meeting or exceeding customer expectations.
• Training and Development: Oversee training and development programs for contact center staff to enhance their skills and capabilities.
• Technology Integration: Collaborate with IT teams to integrate and optimize contact center technologies for improved efficiency and customer experience.
• Reporting and Analysis: Generate and analyze reports on contact center performance, identifying areas for improvement and implementing corrective measures.
• Quality Assurance: Implement and maintain quality assurance processes to ensure consistency and excellence in customer interactions.

Qualities and Skills:

• 5 years of call center experience.
• 5 years of supervisory or management experience.
• Proven ability to develop and establish all-encompassing operational strategies for contact centers.
• Strong leadership and interpersonal skills.
• Excellent communication skills for effective team management and collaboration.
• Analytical mindset for performance analysis and continuous improvement.

Education:

• Bachelor’s degree as a minimum requirement.

This position offers a rewarding opportunity for an experienced Contact Center Manager to lead and shape the success of NFIP Direct's Contact Center. If you meet the qualifications and have a passion for customer service excellence, we encourage you to apply and be a key contributor to our contact center operations.

Job Types: Full-time, Part-time

Experience:

• Microsoft Office: 1 year (Preferred)
• Sales: 1 year (Preferred)

Ability to Commute:

• District de Columbia, us (Preferred)

Ability to Relocate:

• District de Columbia, us: Relocate before starting work (Preferred)

Work Location: In person