Manager, Contact Center

Manager, Contact Center oversees departmental operations for the call center, monitors call volumes and SLA adherence, directs workflow, conducts forecasting, and manages process improvements. Responsibilities include developing procedures and scripts, ensuring accurate reporting, coaching and developing team members, handling client communications, participating in weekly client calls, and monitoring quality assurance and productivity within budgetary constraints. Requires leadership in a high-volume customer service environment, with focus on driving performance, client satisfaction, and continuous process improvements. Minimum qualifications include a Bachelor's degree, roughly 6+ years of related experience with supervisory experience, and a track record of managing contact center operations.