Contact Center Manager

Job Summary

Leading a fast-paced customer service and dispatch support team, the full-time remote Contact Center Manager will oversee operations, manage a team of representatives, and serve as the primary liaison between the Contact Center and internal departments.

Key responsibilities

• Supervise, mentor, and lead a team of 5-9 Contact Center Representatives, providing coaching and performance feedback
• Oversee daily operations including inbound calls, service request intake, and ticket management in ServiceNow
• Utilize reporting tools to monitor team performance and track key performance indicators, providing actionable feedback to improve efficiency

Required qualifications

• High School diploma or GED
• Minimum of 3 years of leadership or supervisory experience in a Contact Center or customer service environment
• Experience using Microsoft Office products, particularly Excel
• Strong analytical skills with the ability to interpret performance metrics
• Experience with Microsoft Teams and ServiceNow preferred