Contact Center Manager Job at SERCO OF TEXAS - GULF COAST, Houston, TX

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  • SERCO OF TEXAS - GULF COAST
  • Houston, TX

Job Description

Summary:

Leads and manages the day-to-day operations of the contact center, ensuring exceptional customer service, appropriate triage routing, and alignment with Workforce Solutions performance standards.

Key Responsibilities:

· Supervise and support a team of Triage Specialists

· Monitor call volumes, appointment activity, and triage quality

· Track KPIs such as average handle time, customer satisfaction, and WAVE accuracy

· Coordinate with the specialized units for issue escalation and staff updates

· Facilitate training, coaching, and quality assurance

· Serve as the point of contact for regional leadership and career office coordination

Job Tags

Work at office,

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