Contact Center Manager for Client Services

The Contact Center Manager is responsible for the overall leadership, performance, and continuous improvement of the Contact Center operation. This position oversees daily service delivery, workforce management, customer experience, and employee development while ensuring compliance with contractual Service Level Agreements (SLAs), organizational policies, and industry best practices.

The Contact Center Manager provides strategic and operational leadership to supervisors and customer service representatives, fostering a high-performing, customer-focused culture. The successful candidate will drive operational excellence through performance management, workforce optimization, coaching, process improvement, and data-driven decision-making.

Primary Responsibilities

Contact Center Operations Management

• Direct the day-to-day operations of the Contact Center to ensure efficient, high-quality customer support.
• Manage staffing levels, workload distribution, scheduling, and workforce planning to meet operational demands and contractual service levels.
• Monitor real-time operational performance and implement corrective actions to maintain established service metrics.
• Ensure compliance with organizational policies, procedures, and quality standards.

Leadership & Staff Development

• Recruit, onboard, coach, mentor, and develop Contact Center staff.
• Conduct regular performance evaluations, one-on-one coaching sessions, and career development planning.
• Foster a collaborative, customer-focused work environment that promotes employee engagement, accountability, and continuous learning.
• Lead team meetings to communicate organizational priorities, operational updates, and performance expectations.

Customer Experience & Quality Management

• Promote exceptional customer service by monitoring quality, resolving escalated customer issues, and implementing service improvements.
• Analyze customer feedback, quality assurance results, and operational metrics to identify opportunities for process enhancement.
• Develop and implement initiatives that improve Customer Satisfaction (CSAT), First Contact Resolution (FCR), and overall service quality.

Performance Management & Reporting

• Monitor and report on key performance indicators (KPIs), including service levels, response times, quality scores, productivity, and customer satisfaction.
• Prepare operational reports, dashboards, and trend analyses for client and leadership.
• Utilize workforce management principles to forecast call volumes, optimize staffing, and improve operational efficiency.
• Ensure individual and team performance aligns with established service objectives and contractual requirements.

Operational Excellence & Continuous Improvement

• Evaluate business processes, technologies, and reporting tools to identify opportunities for increased efficiency and service effectiveness.
• Lead continuous improvement initiatives focused on process optimization, workflow enhancements, and customer experience improvements.
• Conduct root cause analysis for recurring issues and implement corrective and preventive actions.
• Collaborate with cross-functional teams to support organizational initiatives and operational improvements.

Escalation & Incident Management

• Manage customer escalations through timely investigation, resolution, and communication.
• Coordinate with internal departments and stakeholders to resolve complex operational issues.
• Ensure major incidents are documented, analyzed, and addressed through appropriate corrective actions.

Stakeholder Collaboration

• Partner with senior leadership, client representatives, and operational teams to align Contact Center services with organizational goals.
• Support strategic planning initiatives and contribute to the development of service delivery strategies.
• Collaborate with workforce management, quality assurance, training, and technical support teams to improve overall service performance.

 Minimum QualificationsEducation

• Associate's or Bachelor's degree in Information Technology, Business Administration, Communications, or a related field; or an equivalent combination of education and professional experience.

Experience

• Minimum of five (5) years of progressive experience in a Contact Center, Service Desk, or Customer Support environment.
• Minimum of four (4) years of supervisory or management experience leading customer service or technical support teams.
• Experience managing enterprise contact center operations, workforce planning, and service delivery performance.

Required Knowledge, Skills & Abilities

• Strong leadership and team-building skills with demonstrated experience managing customer service professionals.
• Excellent verbal, written, and interpersonal communication skills.
• Strong analytical and problem-solving abilities with experience interpreting operational data and performance metrics.
• Experience with workforce management principles, scheduling, and forecasting.
• Ability to manage multiple priorities in a fast-paced, customer-focused environment.
• Strong organizational skills with exceptional attention to detail.
• Ability to coach employees, manage performance, and foster professional growth.
• Proficiency with Microsoft Office applications and contact center reporting tools.
• Demonstrated commitment to delivering outstanding customer service.

Preferred Qualifications

• Experience supporting enterprise IT Service Desk operations (ex. ServiceNow), and/or large-scale Contact Centers (ex. Genesys).
• Experience supporting enterprise state government agencies or other U.S. public sector organizations.
• Experience utilizing workforce management, quality monitoring, customer relationship management (CRM), and contact center analytics platforms.
• Knowledge and experience with ITIL service management practices.
• Experience leading operational improvement initiatives that enhance SLA performance, customer satisfaction, and operational efficiency.

Background Requirements

• Must successfully complete all required background investigations, including fingerprint-based criminal history screening, in accordance with client security requirements.