Contact Center Manager

Trustpoint.One has partnered with a growing legal services organization to identify a Contact Center Manager who will ensure quality within the organization’s communications team on a direct hire basis. This is a hands‑on role for a systems‑oriented professional who thrives on accountability, operational excellence, and developing people. You will work closely with the Director of Communications to drive KPIs, optimize technology, delivering meaningful results to team members and claimants. The Contact Center Manager is required to work on‑site in Newark, NJ from 9:00 am until 6:00 pm Monday through Friday and have the flexibility for overtime during high‑volume litigation phases or approaching settlement deadlines. Duties include but are not limited to: Operations & Performance Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity Drive efficiency, KPIs, revenue growth, and productivity metrics Monitor call & work quality & performance of phone representatives Ensure systems, scripts, processes, and protocols are adhered to Reporting & Analytics Monitor and report daily, weekly, and monthly Contact Center performance metrics — including call abandonment, service levels, average handle time, & other telephony metrics Collect, analyze, and report statistics to gauge operational effectiveness Participate in audits and projects to identify and implement efficiency Optimize dialer systems, and other contact center technology, leveraging CRM data Provide on‑demand guidance on policies, processes, and systems Supervise, coach, and develop Contact Center team to meet performance goals Assist with training programs and team‑building initiatives Evaluate training comprehension, job knowledge, and operational efficiency regularly Handle escalated member concerns and resolve issues with professionalism Demonstrate strong de‑escalation skills to resolve member issues effectively Qualifications 3+ years of contact center management experience (required) Strong technical proficiency in CRM systems, dialers, reporting tools, and automation platforms Data‑driven with strong analytical and Excel/reporting skills Excellent leadership, communication, and organizational abilities Ability to work in‑office 5 days per week Base Salary: Starting at $75,000, commensurate with experience; position is bonus eligible Physical Requirements Must be able to perform essential duties satisfactorily with reasonable accommodations Work is generally performed sitting, talking, hearing, and typing This is a high‑volume screen‑based role, requiring constant, prolonged computer usage, including but not limited to: reviewing documents, managing visual content, and attending virtual meetings Visual acuity required for computer use, data analysis, and extended readingProlonged periods of sitting at a desk and working on a computer Frequent use of hands and fingers for typing and document handling Occasional standing, walking, bending, and reaching Ability to lift and carry items weighing up to 30 pounds Pay Transparency Notice Pursuant to applicable law, this position includes a good‑faith salary or hourly range at the time of posting. The final compensation offered will be determined based on factors including, but not limited to, relevant experience, skills, education, geographic location, and business needs. Equal Employment Opportunity Statement Trustpoint provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment of any type. Employment decisions are made without regard to any protected characteristic under applicable federal, state, or local law. #J-18808-Ljbffr Trustpoint.One