Contact Center Manager
Virtual Vocations Inc
Managing daily helpline operations, the full-time Contact Center Manager will oversee a team of Lactation Consultants providing support to callers nationwide, while monitoring performance metrics and aligning staffing with call volumes in a remote environment. Key Responsibilities Manage daily helpline operations, including staff performance, scheduling, and escalation handling Monitor dashboards and performance metrics to ensure service level agreements are met Develop and maintain training materials, call scripts, and standard operating procedures Required Qualifications Bachelor's degree in business, operations, communication, or a related field preferred 5+ years of Contact Center or Customer Service operations experience with supervisory responsibility Demonstrated experience managing SLAs, staffing, and contact center performance Experience with NICE CXone and Salesforce strongly preferred Ability to successfully complete a government suitability/background investigation as required for the position
Vacancy posted 3 days ago
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