Project Manager – Contact Center Operations

At Connect Centric, we are more than just consultants—we are partners committed to our clients' success. We take a hands-on approach, working closely with our clients to transform strategies into measurable, real-world outcomes. As a strategy execution team, we take full ownership of every initiative from start to finish, ensuring that our clients see tangible results, not just ideas. Our work is grounded in IQ, EQ, and TQ—combining intelligence, empathy, and technology acumen to turn strategy into real-world outcomes. Position Description Connect Centric is seeking an experienced Project Manager to lead the day-to-day operation of a contact center program. This is not a project coordinator position. The Project Manager will own the performance of the operation and serve as the primary point of client contact. The role includes responsibility for contact center operations, workforce management, service levels, staff performance, training, quality assurance, reporting, escalations, knowledge management, and coordination with technology support teams. The Project Manager must be able to lead a team that handles routine inquiries while recognizing and escalating sensitive, urgent, or potentially life-threatening matters. This position is contingent upon contract award. What You Will Do Lead daily operations including inbound calls, outbound follow-up calls, voicemails, emails, and incident-report intakeMaintain reliable coverage during required operating hours and adjust staffing based on contact volume, workload, employee availability, emerging events, and service-level performanceOversee work assignments, schedules, queue performance, response deadlines, and daily operational prioritiesEnsure the operation meets contractual requirements for call-answer times, abandonment rates, email processing, voicemail callbacks, complaint routing, incident processing, escalations, and reportingMonitor operational performance throughout the day and intervene before backlogs or service-level issues affect customer experienceManage operational risks, document issues, assign corrective actions, and track each action through resolutionServe as the primary point of contact between Connect Centric and the clientLead client meetings and provide clear updates on staffing, service levels, quality, training, risks, technology issues, corrective actions, and open decisionsRespond to client requests and ensure agreed-upon actions are assigned, tracked, and completedRemain available to meet virtually with the client at anytimeForecast staffing needs using contact volume, average handle time, email workload, employee availability, service-level performance, and seasonal demandMonitor individual and team performance and intervene when quality, productivity, attendance, conduct, or compliance falls below expectationsConduct regular one-on-one meetings, performance reviews, coaching sessions, and corrective-action follow-upsMaintain staffing continuity through cross-training, backup coverage, documented procedures, and succession planningConduct or oversee call monitoring, email reviews, quality calibration sessions, coaching, and corrective-action planningReview escalations for completeness, timeliness, and adherence to approved proceduresLead root-cause reviews when a contact, report, referral, escalation, or contractual requirement is mishandledCreate, review and approve daily, weekly, monthly, quarterly, annual, and requested custom reportsOther duties as assigned related to contact center operations and related improvements Required Qualifications At least eight years of experience in contact center, hotline, customer service, or related operationsAt least five years of experience directly managing contact center personnel, supervisors, or operational teamsDemonstrated experience managing staffing, schedules, service levels, quality, training, escalations, and operational reportingExperience leading a remote or geographically distributed workforceExperience managing operations in a regulated, compliance-sensitive or similarly controlled environmentStrong understanding of contact center performance measures, including service level, answer time, abandonment, average handle time, backlog, productivity, quality, and customer satisfactionExperience developing or maintaining standard operating procedures, call flows, escalation procedures, training materials, scripts, and knowledge resourcesExperience managing complaints, sensitive contacts, urgent escalations, or incident-intake processesProven ability to identify operational risks, determine the appropriate response, and drive corrective actions through completionStrong written and verbal communication skillsAbility to lead difficult conversations, coach employee performance, de-escalate issues, and remain composed during urgent or sensitive situationsStrong judgment and the ability to distinguish routine operational matters from issues requiring immediate escalationHighly organized and able to manage daily operations while maintaining visibility into longer-term risks, staffing needs, and contract commitmentsMust be authorized to work in the United States without current or future sponsorshipMust be able to successfully complete required company and federal background-screening, suitability, credentialing, and system-access proceduresAll work must be performed from within the United States or its territories Preferred Qualifications Experience managing a federal or state government contact center, help desk, public-information service, or customer-service programExperience managing operations subject to contractual performance standards and formal quality-control requirementsExperience with workforce management, quality management, call recording, analytics, customer relationship management, case-management, or knowledge-management systemsExperience managing bilingual English and Spanish customer service operationsKnowledge of Section 508 accessibility requirementsProject Management Professional certification or a comparable contact center, operations, quality, or workforce-management certificationBachelor’s degree in business, management, communications, public administration, social work, education, psychology, or a related field. Equivalent professional experience will also be considered Position Details Position Type: Full-time W-2 employment. Independent contractor or 1099 arrangements are not available for this positionLocation: Remote within the United States or its territoriesWorking Hours: Monday through Friday, primarily between 8:00 a.m. and 5:30 p.m. Eastern TimeTravel: Occasional in-person travel may be requested with advance noticeAnticipated Start Date: September 2026Salary Range: Dependent upon experience, based on qualifications and experienceContract Status: This position is contingent upon Connect Centric receiving the applicable federal contract awardThis position is hybrid (2 - 3x a week) for candidates within 50 miles of Akron, Ohio. All other locations are fully remote. Powered by JazzHR 5pjglWaJ5L