Contact Center Manager

Responsibilities

• Lead, manage, and develop a high-performing contact center team, setting clear expectations, strengthening accountability, and building an inclusive, customer-first culture.
• Handle daily duties and direct queue flow using phone, email, and chat to fulfill SLAs while guaranteeing quality and customer satisfaction.
• Own contact center benchmarks such as customer relations management (CRM), average handling time (AHT), customer satisfaction (CSAT), quality assurance (QA), and lead initiatives that improve efficiency, quality, and customer outcomes.
• Use reporting and trend analysis to identify gaps, recommend improvements, and reduce repeat contacts.
• Partner with internal teams to streamline and strengthen end-to-end customer workflows.
• Manage the triage and escalation of high severity customer calls and security related situations.
• Handle partner concerns and complex customer issues with confident decision-making, coordinating across departments to drive timely resolution and phenomenal experiences.
• Partner with IT to enhance call center software and tools to continuously improve support solutions.
• What we need to see
• Bachelor's degree in Business Administration, Management, or equivalent experience.

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