Call Center Service Manager

Contact Center Manager

As a Contact Center Manager, your main responsibility is to oversee the call center operations daily. Your goal is to ensure that performance is optimized, Key Performance Indicators are met, and 100% client satisfaction is achieved. You are a motivated team player with a positive attitude, capable of resolving client and associate issues, and performing other duties as required to increase efficiency and profitability in all aspects of call center management. You must also ensure that safety and security procedures are implemented according to company guidelines and standards and that they are followed by all associates and clients.

Role Responsibilities

• Maintain an associate-centered workplace through floor time, associate engagement, and an open-door policy.
• Primary responsibility for daily management functions including developing and implementing strategic plans and objectives for the project.
• Responsible for management and oversight of project business units and resources, ensuring compliance with all Service Level Agreements (SLAs) and key performance indicators (KPIs).
• Ensure compliance with all internal and external requirements, program business rules, as well as state and federal regulations.
• Oversee the quality and timeliness of contractually required reports and deliverables.
• Participate with project and executive management to establish strategic plans, objectives, initiatives, and work plans.
• Work with project and executive leadership to develop performance goals and objectives for the project and staff and monitor the achievement of those goals.
• Analyze daily, weekly, and monthly reports for performance measurement and efficiency.
• Identify potential problem areas, recommend solutions, and work closely and cooperatively with the client to resolve issues quickly and fairly.
• Provide direction to team members and resolve problems in a timely and professional manner.
• Facilitate communication on project status, including applicable corrective and preventive actions to leadership.
• Ensure project budget and related financial schedules meet corporate requirements.
• Assist in the creation and implementation of innovative methodologies, process improvements, and corrective action plans to continually streamline and improve project operations, outcomes, and quality.

Role Qualifications

• Must be 18 years or older.
• Excellent written and verbal communication skills, English required.
• A flexible schedule may be required to work off-shift based on business demands.
• Strong analytical and organizational skills.
• Occasional travel to customers and other client sites.
• Proficient in Microsoft Office with an emphasis on Excel and Outlook Email.
• Comprehend and follow work instructions to meet productivity and quality standards.

The Perks

URBN offers comprehensive Perks & Benefits to employees. Availability and eligibility to specific benefits may be subject to your location and employment status. Benefits include medical, dental, vision, PTO, generous employee discounts, retirement savings and much more! For additional information visit

EEO Statement

URBN celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.