Contact Center Manager

Full-Time | On-Site (5 Days/Week) |Reports to Director of Communications ABOUT THE ROLE We are seeking a dynamic, results-driven Contact Center Manager to ensure quality on our communications team. 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 our team members and claimants. KEY RESPONSIBILITIES 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 This is a full-time position. The role is in-office five days a week, 9am – 6pm ET. Overtime may be required during high-volume litigation phases or approaching settlement deadlines. Office environment is comfortable and designed to be conducive to a professional, productive and collaborative workplace, including multiple monitors, privacy dividers, headsets and webcams for virtual meetings Coffee, soft drinks and snacks are available to the team Office leverages technology to make it easier for the team to excel Office is conveniently located attached to Newark Penn Station (buses & trains available) Commuter & Parking Reimbursement Programs Base Salary of $80,000 to $100,000 Performance-based bonus of up to $20,000 per year, paid quarterly #J-18808-Ljbffr