Contact Center Manager

Contact Center Manager

The Contact Center Manager oversees daily operations and workforce planning across multi-function contact center environments. This role is responsible for queue management, scheduling, adherence monitoring, and performance analysis to ensure service level objectives are met. The manager leads a team of support staff and supervisors, drives process improvements, and collaborates with stakeholders to align business priorities.

Job Responsibilities :

• Queue management : proactively oversee the contact center queues
• Scheduling : create and optimize agent schedules for optimal phone coverage, team meetings, training plans, etc.
• Adherence monitoring : track employee adherence to schedules (breaks, lunches, and other activities)
• Produces volume forecasts on a daily, weekly, monthly, and annual basis for multi-function operations
• Manage and ensure delivery of real-time plans, ensuring onsite and remote teams meet deliverables and deadlines
• Work with onsite and remote WFM teams to provide real-time playbook alignment
• Analysis of productivity, occupancy, service levels, call volume, schedule efficiency, and staff trends
• Identify inconsistencies in data and partner with teams to investigate and resolve
• Leverage data reporting and analytics to identify trends, uncover opportunities, and provide recommendations
• Develop and maintain reporting dashboards to improve efficiency and customer experience
• React quickly to trends to ensure accuracy and gather feedback
• Drive process improvement requirements and ad-hoc WFM projects
• Drive efficiency and other related metrics and initiatives
• Deliver across all customer KPIs and internal contact center drivers
• Stakeholder management : balance internal and external stakeholder needs with business goals
• Work with key stakeholders to align and deliver WFM initiatives and priorities
• Act as escalation point to resolve real-time support matters
• Lead, coach, and develop support staff and supervisors to achieve service level, quality, and productivity goals

Minimum Requirements :

Salary : $66k-85k DOE

Location : San Antonio TX or Chandler AZ