Contact Center Operations Manager

📋 Description

• Own the day-to-day relationship with our contact center vendor: run the daily and weekly operating
• Run workforce management across every queue the vendor operates for us (inbound reception, claimant
• Monitor queues and backlogs throughout the day in Salesforce and the vendor's daily reports; spot
• Be the vendor's primary point of contact in our shared Slack channels: answer questions, clarify
• Build and maintain custom reporting: daily queue and backlog views, productivity and conversion
• Own quality: define call and casework standards, run QA and calibration sessions with vendor team

🎯 Requirements

• 2+ years in contact center operations, including experience managing a team, a site, or a
• Experience in a regulated legal environment. Social Security Disability (SSI/SSDI) experience is
• Proven workforce management skills: forecasting, capacity planning, scheduling, and intraday
• Strong custom reporting and analytics skills. You build your own reports and dashboards (Salesforce
• A track record of managing remote teams effectively: structured cadences, clear written
• Salesforce and Zendesk experience is required: you are comfortable working lists, queues, and