Contact Center Manager

Job Description

Job Description

OTR Solutions is an innovator in the transportation industry providing a suite of factoring, fuel, and business management focused solutions. We help new and established companies get fast access to the funds they need for daily operations. As a Private Equity backed FinTech company, we are looking to grow our best-in-class financial organization.

OTR has been recognized as a "Top Workplace" by the Atlanta Journal-Constitution since 2016!

We are looking for a highly organized, execution-minded Contact Center Manager to serve as the first point of contact for all inbound client communications. This role plays a critical part in ensuring client inquiries are handled quickly, accurately, and with a strong client-first mindset.

In this role, you will act as the central intake hub for inbound phone calls, emails, and digital communications, including Dialpad call routing and shared inbox management. You will be responsible for interpreting client needs, triaging requests, and ensuring each inquiry is routed efficiently

Responsibilities:

• Serve as the primary point of contact for inbound client communications across phone, email, and voicemail channels
• Answer and triage incoming calls with a professional, client-focused approach
• Monitor shared inboxes and communication queues to ensure timely response and acknowledgment
• Ensure clients receive fast, clear, and professional communication across all inbound touchpoints

Call Triage, Routing & Intake Management

• Act as the central intake hub for all client inquiries and requests
• Interpret client intent, urgency, and context to ensure accurate routing to internal teams
• Manage and maintain Dialpad call routing rules, call trees, and escalation paths
• Ensure inbound requests are routed correctly on the first attempt to minimize delays and miscommunication
• Provide basic support or information to clients when appropriate prior to escalation

Coordination & Internal Collaboration

• Partner closely with Client Operations, Account Management, and Support teams to ensure smooth handoffs
• Document call notes and email context clearly to support downstream resolution
• Identify patterns in inbound requests and surface opportunities to improve routing efficiency
• Support ongoing alignment between intake workflows and internal teams to improve resolution speed

Reporting & Process Improvement

• Track and categorize inbound communication trends, call dispositions, and inquiry types
• Generate regular reporting on call volume, email trends, and client communication drivers
• Identify recurring issues or inefficiencies and recommend improvements to intake processes
• Support continuous refinement of SOPs and communication workflows to enhance client experience and operational efficiency

• 5-7 years of experience in client services, call center operations, customer support, or client-facing intake roles
• Strong communication skills with a professional and client-first mindset
• Ability to quickly interpret client needs and route requests accurately under pressure
• Experience managing high-volume phone and email environments
• Strong attention to detail and organizational skills
• Familiarity with call routing systems, CRM platforms, or shared inbox tools is a plus
• Experience in transportation, logistics, or financial services environments is preferred but not required

OTR's mission is to create exceptional value for our clients by providing industry leading financing and back-office solutions. Three pillars that are crucial to supporting that mission are outstanding customer service, technology that creates efficiency for ourselves and our customers, and a culture that provides the opportunity for employees to achieve greatness.

OTR Solutions is an Equal Opportunity Employer