The Customer Contact Monitoring (CCM) Manager will lead a team of specialists who monitor customer contacts including phone calls and customer written correspondence. This position is responsible for the continuous improvement and implementation of all contact monitoring guidelines. This leader will need to be able to establish strong cross-functional relationships quickly and have a passion for a positive customer and associate experience.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
This position will lead a team of multiple Supervisors, Team Leads, and Specialists.
Work Environment and Physical Demands
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Position Type/Expected Hours of Work
This is a full-time position with a work schedule of Monday-Friday with some schedule variations as needed.
This position may require up to 20% travel.
ACA provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. ACA complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.