Contact Center Manager
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Job Description
Contact Center Manager launching a federally sponsored national public health helpline. Overseeing lactation consultant teams, contact center operations, staffing, quality, and performance.
Responsibilities:
- Manage daily helpline operations, staff performance, scheduling, escalation, and coverage
- Monitor NICE CXone and Salesforce dashboards, call queues, SLAs, wait times, abandonment rates, and agent availability
- Align staffing and schedules with forecasted and real-time call volumes, adjusting coverage as demand increases or fluctuates
- Develop and maintain call scripts, workflows, escalation procedures, and standard operating procedures
- Lead lactation consultant onboarding and training development, including training materials, call handling, scripts, systems, and procedures
- Monitor call quality and staff adherence to scripts, procedures, and performance expectations
- Analyze call-volume and performance trends and recommend staffing or operational improvements
- Manage and oversee escalations and support the appropriate handling of confidential or sensitive information
- Report to the overall Program Director
- Support the launch of a federally sponsored National Public Health Contact Center
Requirements:
- Bachelor’s degree in business, operations, communication, or a related field preferred
- 5+ years of Contact Center or Customer Service operations experience, including supervisory or people-management responsibility
- Federal Contracting experience preferred
- Demonstrated experience managing SLAs, staffing, scheduling, real-time queues, and contact center performance
- Experience with NICE CXone and Salesforce strongly preferred
- Experience developing scripts, procedures, onboarding, and staff training
- Strong organizational, analytical, communication, coaching, and problem-solving skills
- Experience in a contact center, customer service, helpline, hotline, social services, healthcare-support, or resource-navigation environment preferred
- Must be able to successfully complete and maintain a government suitability/background investigation as required for the position
- Ability to use Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Project, and SharePoint) efficiently and effectively
- Must provide three (3) management references that can attest to qualifications
- Company background investigation is required
- Maryland-based remote location
Benefits:
- Flexible work locations and scheduling, when possible
- Medical coverage
- Vision coverage
- Dental coverage
- Life insurance
- AD&D insurance
- Short-term disability insurance
- Long-term disability insurance
- PTO
- 401k matching
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