Contact Center Manager
Job Summary
Managing daily helpline operations, the full-time Contact Center Manager will oversee a team of Lactation Consultants providing support to callers nationwide, while monitoring performance metrics and aligning staffing with call volumes in a remote environment.
Key Responsibilities
- Manage daily helpline operations, including staff performance, scheduling, and escalation handling
- Monitor dashboards and performance metrics to ensure service level agreements are met
- Develop and maintain training materials, call scripts, and standard operating procedures
Required Qualifications
- Bachelor's degree in business, operations, communication, or a related field preferred
- 5+ years of Contact Center or Customer Service operations experience with supervisory responsibility
- Demonstrated experience managing SLAs, staffing, and contact center performance
- Experience with NICE CXone and Salesforce strongly preferred
- Ability to successfully complete a government suitability/background investigation as required for the position
Complete Job Description
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