Contact Center Manager

Responsibilities:

• Administration of the day-to-day operations of the contact center


• Train all personnel utilizing approved equipment, materials and techniques 


• Ensure accurate call tracking and data entry processes are maintained according to established procedures


• Management of workload prioritization dependent upon changing requirements


• Ability to pass DC Lottery background check

Qualifications:

• Bachelor's degree in business or a related field


• 3-5 years of supervisory experience in a high-volume customer service or IT support environment.


• Technical Proficiency: Hands-on experience with CRM platforms


• Analytical Skills: The ability to interpret performance metrics and to drive operational efficiency.


• Leadership & Soft Skills: Strong conflict resolution, team motivation, and cross-functional communication skills.