Manager, Call Center Operations

Key Responsibilities

• Lead and develop contact center managers and support teams.
• Drive performance against key metrics, including Service Level, CSAT, NPS, AHT, FCR, and Quality scores.
• Oversee daily operations across phone, email, chat, and digital channels.
• Partner with Workforce Management to ensure effective forecasting, scheduling, and staffing.
• Identify and implement process improvements that increase efficiency and customer satisfaction.
• Manage operational budgets and control labor and operating expenses.
• Oversee contact center technologies, including telephony, CRM, workforce management, and AI-enabled tools.
• Ensure compliance with company policies, regulatory requirements, and quality standards.
• Foster a culture of accountability, continuous improvement, and employee engagement.

Qualifications

• Bachelor's degree in Business, Management, Communications, or a related field.
• 5+ years of contact center leadership experience.
• 5+ years managing supervisors in a customer service environment.
• Proven track record of improving operational performance, customer satisfaction, and employee engagement.
• Strong leadership and team development skills.
• Experience with workforce management, budgeting, and operational reporting.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication, presentation, and change management skills.

Preferred Experience

• Supporting government programs or contracts focused on child support services and solutions.
• Leading teams of 100+ employees.
• Experience in a high-volume, multi-channel contact center environment.
• Experience implementing contact center technologies, automation, or AI-enabled solutions.
• Leverage Lean Six Sigma certification or other continuous improvement methodology experience.
• Multi-site or geographically dispersed team leadership experience.