Contact Center Manager

Job Description

The Contact Center Manager is a pivotal leadership role in the Customer Service Center, reporting directly to the Customer Service Director. This position oversees daily operations and strategic initiatives for the call center, ensuring the delivery of exceptional customer service and achievement of performance goals. The manager is responsible for leading a dynamic team, optimizing operational efficiency, and driving customer satisfaction through innovative and data-driven strategies.

Schedule: Full Time 40 hours per week - Hybrid - In office minimum 3 days per week

Responsibilities

Team Leadership & Development:

• Supervise, motivate, and coach a team of call center Supervisors, Help Desk staff, and agents to achieve performance targets.
• Provide ongoing training and professional development to ensure staff remain engaged, productive, and aligned with organizational goals.
  
  
  

Operational Management:

• Monitor and evaluate call center performance through KPIs (e.g., average handle time, first call resolution, customer satisfaction, and adherence to SLAs).
• Implement process improvements to enhance call center efficiency, reduce customer wait times, and improve satisfaction.
  
  
  

Performance Monitoring & Reporting:

• Analyze call center metrics to identify trends, gaps, and opportunities for improvement.
• Prepare and present performance reports to leadership and stakeholders.
• Implement strategies to drive agent productivity and maintain a customer-centric focus.
  
  
  

Technology & Tools:

• Oversee the use and integration of call center systems, software, and tools.
• Ensure proper implementation of call tracking systems, CRM software, and other relevant technologies.
• Work with IT teams to address system upgrades, troubleshooting, or new implementations.
  
  
  

Customer Experience:

• Develop and implement customer service policies and procedures to improve satisfaction and loyalty.
• Collaborate with cross-functional teams to identify areas for customer experience improvements.
• Act as a champion of customer-centric practices and foster a culture of empathy and quality service.
  
  
  

Client Management:

• Maintain effective client management by ensuring that client expectations are consistently met and exceeded.
• Regularly communicate with clients to provide updates on performance, address concerns, and build strong relationships.
  
  
  

Collaboration with Training, Quality, and WFM Managers:

• Work closely with the Training and Quality Manager to ensure the continuous development of agents and to uphold high-quality service standards.
• Partner with the Workforce Management (WFM) Manager to align staffing and scheduling strategies with performance goals and client needs.
  
  
  

Essential Job Functions:

• Ability to perform the essential job functions consistent safely and successfully with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Working in building as required. in building as needed
• Verbal and written communication
• Frequent speech communication, hearing and listening to maintain communication
• Typing, use of keyboard, mouse
• Navigating multiple screens / multiple software applications, while maintaining active conversations
• Ability to sit at workstation for extended periods of time while using computer and taking calls.
• Managing time effectively to ensure productivity while maintaining quality service and meet necessary KPI’s.
• Ability to access, input, and retrieve information from the computer
• Daily use of computer and keyboard, standard office equipment and telephone
• Frequent hand/eye coordination to operate computer keyboard and office equipment
  
  
  

Qualifications

• Minimum of 3–5 years of experience managing or supervising of a call center or customer service team.
• Proven leadership skills, with experience in team development, coaching, and performance management.
• Strong analytical skills with experience evaluating metrics, forecasting, and developing actionable insights.
• Proficiency in call center systems, CRM platforms, workforce management tools, and related software.
• Excellent problem-solving abilities, critical thinking, and conflict-resolution skills.
• Exceptional verbal and written communication skills.
• Ability to multitask and prioritize responsibilities in a fast-paced environment.
  
  
  

Key Competencies:

• Leadership and People Management
• Customer Focus
• Process Improvement and Problem-Solving
• Data-Driven Decision Making
• Communication and Collaboration
• Adaptability
• Effective Client Management
  
  
  

Expected Annual rate is: $89,606.40

WSP USA is providing the compensation range that the company in good faith believes it might pay and/or offer for this position within the state of Colorado, based on the successful applicant’s education, experience, knowledge, skills, and abilities in addition to internal equity and specific geographic location. WSP USA reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, and/or federal law.

WSP Benefits

WSP provides a comprehensive suite of benefits focused on a providing health and financial stability throughout the employee’s career. These benefits include coverage related to medical, dental, vision, disability, and life; retirement savings; paid sick leave; paid vacation (or other personal time); paid parental leave; and paid time off for purposes of bereavement, voting, and/or attendance at naturalization proceedings.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with this job. Supervisor may assign other duties.