Interim Contact Center Operations Management/Leadership

Businessman figuring out puzzleContact centers are dynamic and complex environments requiring constant monitoring and strong leadership at all times in order to maintain optimal performance. Any vacancy in a key management role, even for just a short period of time, can have a significant impact on the quality of service provided and efficiency of the operation.

For this reason, Contact Center 411 offers interim contact center operations leadership for all levels, from mid-level operations and functional (e.g. quality, training or workforce) managers, to chief customer experience officer.

Regardless of the reason for your vacancy, we can provide the right type of interim support and leadership, whether your goal is simply to maintain the status quo of a center that is currently operating smoothly, or to leverage the transition as a catalyst for initiating significant improvement in performance.

Some of the benefits of utilizing a Contact Center 411 professional to provide interim support until a permanent replacement is in place include:

  • Ensuring that your contact center is being overseen by a competent and experienced professional to maintain efficiency and quality of service
  • Enabling any in-flight process improvement, technology implementation, or other change initiatives to continue without significant interruption
  • Industry expertise to support in the selection of the best available candidate as a permanent replacement in the role
  • Maintaining a sense of stability for all contact center staff
  • On-boarding support of the new candidate that includes insightful direction on those areas where the most attention should be focused from day one

During your transition, Contact Center 411 can also provide additional resources as needed to:

  • Perform a rapid assessment of the operation to identify significant opportunities for improvement
  • Begin to effect changes necessary for improvement and making some of the tough decisions required to position the new candidate for success
  • Provide a roadmap to the next leader for taking the operation to the next level, to fast-track his or her learning curve while providing room for them to effect more significant changes in their own manner

If you currently have or are anticipating such a vacancy in your operation, contact us to find out more about how we can support your organization through this critical transition.