Contact Center Operations Manager

About this role

📋 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

Source listing: empllo_remote