Contact Center Manager
Job Summary
Seeking an experienced and strategic Contact Center Manager, this full-time remote position will manage Contact Center Operations, drive process improvements, and oversee workforce optimization while collaborating with IT and cross-functional stakeholders to enhance service delivery and operational efficiency.
Key responsibilities
- Lead Contact Center Operations and operational strategy initiatives
- Oversee workforce management, forecasting, and staffing alignment
- Leverage business analytics and performance metrics to support data-driven decision-making
Required qualifications
- 7+ years of contact center operations experience with progressive responsibility
- 3+ years of management or leadership experience
- Proven leadership experience in the Property & Casualty insurance industry
- Experience utilizing CRM platforms for customer service and performance analytics
- Experience leading technology projects and operational implementations within a contact center environment
Complete Job Description
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