Contact Center Manager

This is a fully remote position, open to applicants in Maryland.

📋 Description

• Oversee daily operations of the helpline, including staff performance, scheduling, escalation management, and coverage.

• Track performance metrics using NICE CXone and Salesforce dashboards, focusing on call queues, SLAs, wait times, abandonment rates, and agent availability.

• Coordinate staffing and scheduling in alignment with projected and actual call volumes, making adjustments to coverage as needed.

• Create and sustain call scripts, workflows, escalation protocols, and standard operating procedures.

• Lead the onboarding process for lactation consultants and develop training materials, including call handling, scripts, systems, and procedures.

• Evaluate call quality and ensure staff compliance with scripts, procedures, and performance standards.

• Analyze trends in call volume and performance, providing recommendations for staffing or operational enhancements.

• Manage escalated issues and ensure the appropriate handling of confidential or sensitive information.

• Report directly to the overall Program Director.

• Assist in the launch of a federally sponsored National Public Health Contact Center.

⛳️ Requirements

• A Bachelor’s degree in business, operations, communication, or a related field is preferred.

• A minimum of 5 years of experience in Contact Center or Customer Service operations, including supervisory or management responsibilities.

• Experience in federal contracting is preferred.

• Proven track record in managing SLAs, staffing, scheduling, real-time queues, and overall contact center performance.

• Strong preference for experience with NICE CXone and Salesforce.

• Background in developing scripts, procedures, onboarding processes, and staff training is essential.

• Must possess strong organizational, analytical, communication, coaching, and problem-solving skills.

• Preferred experience in a contact center, customer service, helpline, hotline, social services, healthcare support, or resource navigation environment.

• Must successfully complete and maintain a government suitability/background investigation as required for the role.

• Proficient use of Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Project, and SharePoint) is required.

• Must provide three (3) management references who can verify qualifications.

• A company background investigation is mandatory.

• Position is based in a remote location within Maryland.

🏝️ Benefits

• Flexible work locations and scheduling when feasible.

• Medical coverage.

• Vision coverage.

• Dental coverage.

• Life insurance.

• AD&D insurance.

• Short-term disability insurance.

• Long-term disability insurance.

• Paid Time Off (PTO).

• 401k matching.