Contact Center Manager (Hybrid in Holland, OH)

Position Details Title: Contact Center Manager (Hybrid in Holland, OH) Location: Holland, OH Job Id: 2271 Number of Openings: 1 Job Summary Velocity is seeking an experienced and results‑driven Contact Center Manager to lead the daily operations of the Enterprise Solutions Contact Center. This role is responsible for delivering exceptional customer experiences while driving operational excellence across all customer support channels. The Contact Center Manager provides strategic leadership to frontline supervisors and customer service teams, ensuring service levels, quality standards, and business objectives are consistently achieved. The ideal candidate is customer‑focused and thrives in a fast‑paced environment with a passion for developing people, optimizing processes, and leveraging data to drive continuous improvement. This individual will foster a culture of accountability, collaboration, innovation, and service excellence while balancing the needs of customers, employees, and the business. Primary Duties and Responsibilities Lead the day‑to‑day operations of the Enterprise Solutions Contact Center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved. Provide leadership, coaching, mentoring, and performance management for supervisors, team leads, and customer service representatives. Foster a positive, inclusive, and high‑performing culture focused on accountability, employee engagement, continuous improvement, and customer success. Own the operational health of the Contact Center by monitoring, analyzing, and communicating performance metrics, including but not limited to: Average Speed to Answer (ASA) Service Level Average Handle Time (AHT) First Call Resolution (FCR) Customer Satisfaction (CSAT) Quality Assurance Scores Ticket Aging Schedule Adherence Occupancy Agent Productivity Absenteeism and Turnover Supervisor Coaching Completion Develop and execute action plans to improve customer satisfaction, operational efficiency, quality, and employee performance. Partner with Workforce Management to forecast staffing requirements, optimize scheduling, and ensure appropriate coverage based on business demand. Develop capacity plans and operational readiness strategies to support seasonal demand, customer growth, new client onboarding, and business initiatives. Conduct regular one‑on‑one meetings, coaching sessions, performance evaluations, and career development planning for leaders and staff. Build leadership bench strength through succession planning, mentoring, and ongoing talent development. Serve as the primary escalation point for complex customer issues and ensure timely resolution while maintaining a high level of customer satisfaction. Collaborate with Operations, Engineering, Project Management, Customer Success, Quality Assurance, Workforce Management, and Training teams to improve processes and customer outcomes. Identify opportunities to streamline workflows through automation, process optimization, knowledge management, and technology enhancements. Ensure compliance with company policies, customer contractual obligations, security standards, and applicable regulatory requirements. Prepare, analyze, and present operational reports, business reviews, forecasts, and executive performance updates. Develop and manage departmental budgets while maintaining financial accountability and identifying opportunities for cost optimization. Lead operational readiness for new customer implementations, organizational changes, and major service initiatives. Champion employee engagement initiatives that promote retention, recognition, professional development, and overall team success. Perform other duties as assigned. Qualifications, Education and Experience Bachelor's degree in Business Administration, Management, Communications, or a related field preferred. Minimum of five (5) years of progressive Contact Center experience. Minimum of three (3) years of leadership experience managing supervisors, team leads, or customer service teams. Demonstrated success leading operations within a high‑volume, multi‑channel Contact Center. Knowledge, Skills and Abilities Exceptional leadership, coaching, and talent development skills. Strong customer‑first mindset with a passion for delivering outstanding service experiences. Excellent verbal, written, presentation, and interpersonal communication skills. Strong analytical and critical thinking abilities with exceptional attention to detail. Ability to interpret operational data and translate insights into measurable business improvements. Strong business acumen with the ability to balance customer satisfaction, employee engagement, and operational efficiency. Demonstrated ability to manage multiple priorities in a fast‑paced, changing environment. Strong organizational, planning, and project management skills. Ability to influence cross‑functional teams and build collaborative working relationships. Comfortable making sound decisions under pressure while maintaining professionalism and composure. Self‑motivated with the ability to work independently while effectively leading diverse teams. Proficient in Microsoft Office applications and able to quickly learn new technologies and business systems. High level of integrity, accountability, and professionalism. Commitment to fostering an inclusive workplace where employees are empowered to succeed. Strong knowledge of Contact Center operations, workforce management principles, quality assurance, and customer experience best practices. Equal Opportunity Employment Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E‑Verify. #J-18808-Ljbffr