Contact Center Operations Manager

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Manage the daily relationship with the contact center vendor, encompassing operational cadence, priorities, escalation processes, service level agreements, productivity goals, and quality benchmarks.

• Oversee workforce management for inbound reception, claimant screening and qualification, outbound follow-ups, application preparation and document review, as well as claim submission queues.

• Anticipate call volume, allocate agents by workstream, organize hiring classes and ramp-up timelines, and ensure coverage aligns with Eastern Time business hours.

• Supervise Salesforce queues, backlogs, and vendor reports; pinpoint bottlenecks and modify staffing or priorities as needed.

• Serve as the main point of contact in shared Slack channels, responding to inquiries, clarifying policies, assisting agents, and documenting guidance.

• Develop and sustain reporting for queue management, backlogs, productivity, conversion rates, quality metrics, and leadership insights.

• Establish standards for calls and casework, conduct QA and calibration sessions, review Salesforce interactions and records, and implement coaching and corrective action plans.

• Maintain workflow status and flag updates between the vendor and internal teams via Salesforce and Zendesk.

• Collaborate with technology and operations teams on process enhancements or automation initiatives.

• Oversee vendor contract operations, including roster and hours reconciliation, invoice assessment, adjustments in seat and headcount, and cost-per-outcome tracking with the Finance team.

• Escalate issues that affect claimants and guarantee that interactions remain professional, compassionate, and compliant.

• Ultimately lead internal Tier 1 contact center operations and develop a unified playbook for both vendors and in-house teams.

⛳️ Requirements

• Minimum of 2 years in contact center operations, with experience in team management, site oversight, or vendor/BPO relationships.

• Experience working in a regulated legal environment.

• Proficiency in workforce management, including forecasting, capacity planning, scheduling, and intraday management across various queues.

• Strong capabilities in custom reporting and analytics using Salesforce reports, Google Sheets or Excel, and ideally a BI tool.

• Proven success in effectively managing remote teams.

• Required experience with Salesforce and Zendesk.

• Familiarity with contact center tools such as telephony/ACD, QA, and WFM is advantageous.

• Availability from Monday to Friday during Eastern Time business hours.

• Authorization to work in the United States.

• Preferred experience in Social Security Disability (SSI/SSDI), personal injury, mass tort, workers' compensation, insurance claims, or other legal intake and claims operations.

• EDPNA or SSA representative work experience is a plus.

• Experience in launching or scaling a BPO engagement is beneficial.

• Familiarity with using AI tools in a contact center environment is a plus.

🏝️ Benefits

• Fully remote work arrangement.

• Predictable Monday through Friday schedule aligned with Eastern Time.

• Full-time employment.