What are the responsibilities and job description for the Contact Center Operations Manager position at Caring.com?

Job Description

Contact Center Operations Manager

We are seeking a Contact Center Operations Manager to support our growing business operations. Our ideal candidate will have a proven track record of leveraging contact center technologies, identifying trends, and pinpointing areas for improvement to drive operational efficiencies while enhancing the overall customer experience.

The Company and Our Mission

Caring.com is the leading online destination for caregivers seeking information and support as they care for aging parents, spouses, and other loved ones. We apply cutting-edge technology to  our mission : to help as many seniors and their caregivers as possible through empathetic, expert guidance .  We take pride in helping the 45 million U.S. family caregivers find help for their aging family members. Many of our employees have had personal experience with caregiving and are passionate about our mission. We are an agile team that succeeds by marrying rigorous data-driven thinking with real concern, empathy for users, and the quality of their experience.

Don't think for a minute that all this talk about aging stops us from having a good time we're a vibrant group of highly talented, results-oriented types who want to use our time and our brains to make a difference. We offer competitive salaries, excellent benefits, and a fun, friendly, supportive work environment.  Be a part of the booming Senior Care industry and an integral member of our team.

As a Contact Center Operations Manager at Caring, you will

Oversee daily operational processes and performance metrics for the contact center, ensuring seamless workflows that consistently meet or exceed established goals.
Serve as the subject matter expert on contact center tools and technologies, fully understanding their functionality and impact on staffing, while taking ownership of their management, optimization, and continuous improvement.
Build strong partnerships with Contact Center Agents, Team Leads, and Managers to ensure that systems and tools effectively support both team-wide and individual agent performance objectives.
Manage the Workforce Team processes including ensuring accurate forecasting, scheduling, and real-time adjustments.
Build and maintain performance reporting, with the autonomy to determine the reporting structure, cadence, and content, to provide clear insights into call center operations.
Communicate contact center performance metrics to key stakeholders, explaining trends and data, while advocating for action plans to improve performance.
Conduct ad hoc analyses as needed, formulating data-driven conclusions and presenting recommendations to senior leadership.
Drive continuous improvement by fostering an iterative, data-focused approach to contact center processes, enhancing efficiency and customer satisfaction at a high velocity.

Our Ideal Contact Center Operations Manager will have

Bachelor's degree in business, data analytics, marketing, psychology, or a related field.

3-5 years of experience in a Contact Center Operations Manager or a similar leadership role within a call center environment.

Proficiency in call center software and CRM systems, with a strong understanding of tools for reporting and workforce management.

Knowledge of industry regulations and compliance standards related to call center operations.

Strong proficiency in the Microsoft Office Suite (particularly Excel) and Google Workspace.

A high level of accountability, autonomy, and self-motivation, with the ability to take ownership of tactical execution while providing strategic input.

Proven problem-solving, critical thinking, and analytical skills, with experience in identifying trends and driving actionable solutions.

Excellent time management, organizational, and prioritization skills, capable of balancing multiple tasks in a fast-paced environment.

A growth mindset, open to giving and receiving feedback to foster team development.

A high sense of urgency, able to adapt to evolving information, make quick adjustments, and identify process improvements.

Exceptional communication and presentation skills, with the ability to collaborate effectively across teams and convey complex information to stakeholders.

What we can offer you

Flexible hours and Paid Time Off Policy

Competitive benefits package – Medical, Dental, Vision, HSA, Life, Disability, and Pet insurance

Work Where You Want - remote, in-office, or hybrid

401(k) Employer Match

Direct relationships with the executive leadership team

Fun work environment, including happy hours, virtual events, and in-person team outings

Rapid company growth

Caregiver and volunteer days - Paid!

Salary Range : $65,000 - $85,000 annually DOE

Caring LLC is an Equal Opportunity Employer.

Diversity, Equality, and Inclusion at Caring.com

Our history has taught us that treating everyone with dignity and respect is vital to our ongoing success. We embrace and seek out diversity that is inclusive of thought, race, ethnicity, gender, age, religion, sexual orientation, experience, and background. We find that this diversity and openness ensures that all our associates have equal access to opportunities and resources to contribute fully to the organization's success, and it fuels innovation, improves strategic thinking, and cultivates leadership.

Salary : $65,000 - $85,000

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