Contact Center Manager

About the role

Our client is a government contracting firm based in Baltimore, Maryland, operating as a Woman‑Owned Small Business and HUBZone firm that supports public health initiatives through federally sponsored programs. The Contact Center Manager will lead daily operations of a National Public Health Contact Center helpline, providing high‑quality, compassionate support to callers nationwide. The role will manage a team of Lactation Consultants and expand the helpline from 6 a.m.–6 p.m. to a 24/7 service, optimizing service delivery and team performance.

Responsibilities

• Oversee daily helpline operations, staff scheduling, performance, and escalation management.
• Monitor key performance indicators using NICE CXone and Salesforce tools.
• Align staffing and scheduling with real‑time demand fluctuations.
• Develop and maintain call scripts, workflows, escalation procedures, and SOPs.
• Lead onboarding and training for lactation consultants.
• Monitor call quality and ensure adherence to protocols.
• Analyze call trends and recommend operational improvements.
• Manage escalations and ensure confidential information is handled appropriately.

Requirements

• Bachelor’s degree in business, operations, communication, or related field preferred.
• Minimum 5 years in Contact Center or Customer Service operations with supervisory experience.
• Experience managing SLAs, staffing, scheduling, and real‑time contact center performance.
• Proficiency with NICE CXone and Salesforce highly preferred.
• Skilled in developing scripts, procedures, and training materials.
• Strong organizational, analytical, communication, coaching, and problem‑solving skills.
• Experience in contact center, helpline, social services, healthcare support, or resource navigation environments preferred.
• Ability to pass government suitability/background checks.
• Proficient in Microsoft Office applications.
• Must provide three management references.

Benefits

• Medical, vision, and dental insurance through national plans.
• Life, AD&D, short‑term and long‑term disability insurance.
• Paid time off.
• 401(k) matching.
• Flexible work locations and scheduling when possible.