This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Contact Center Manager in United States.
This leadership role is responsible for overseeing the daily operations of a high-performing contact center team supporting specialized hazard outsourcing services within a complex, regulated environment.
You will be accountable for driving operational excellence, service quality, and team performance while ensuring consistent delivery against key performance indicators.
The role combines people leadership, operational oversight, and client-facing responsibilities in a fast-paced, metrics-driven setting.
You will guide and develop a team of associates, ensuring they are equipped with the tools, training, and support needed to succeed.
A key focus of the role is maintaining service levels, improving processes, and ensuring compliance with internal and client requirements.
You will collaborate across departments and with external stakeholders to resolve issues, improve workflows, and support continuous improvement.
This position offers the opportunity to grow leadership capabilities while making a direct impact on operational performance and customer experience.
Accountabilities:- Lead, organize, and oversee daily contact center operations, ensuring efficient delivery of hazard outsourcing services and adherence to service level agreements.
- Monitor team performance using KPIs, productivity metrics, and quality standards, implementing corrective actions where needed.
- Provide coaching, feedback, and development support to associates to drive continuous improvement and professional growth.
- Ensure compliance with corporate, operational, and departmental policies while maintaining strong risk and quality controls.
- Manage staffing, scheduling, and resource allocation to meet operational demands and maintain service coverage.
- Investigate and resolve operational issues, complaints, and escalations, identifying root causes and implementing preventive measures.
- Partner with HR to address personnel matters and support recruitment, onboarding, and talent development initiatives.
- Prepare and present performance reports and updates for internal leadership and client stakeholders.
- Collaborate with cross-functional teams to improve processes and support broader organizational objectives.
- Support client communication and ensure timely updates on operational changes and service performance.
Requirements:
- Associate’s degree or equivalent professional experience required.
- 2+ years of supervisory or team management experience in a contact center or operations environment.
- Experience in mortgage servicing, insurance operations, retail banking, or hazard processing is highly preferred.
- Strong understanding of contact center KPIs, workforce management, and service delivery operations.
- Excellent communication skills, both written and verbal, with the ability to engage internal and external stakeholders.
- Proven leadership ability with a focus on coaching, motivation, and team performance improvement.
- Ability to manage multiple priorities in a fast-paced, metrics-driven environment.
- Strong interpersonal skills with the ability to resolve conflicts and foster collaboration across teams.
- Familiarity with HR policies, operational controls, and basic workflow management tools.
- Strong organizational skills with attention to detail and accountability for outcomes.
Benefits:
- Competitive salary range of 49,300 to 81,300 USD annually.
- Comprehensive health, dental, and vision insurance coverage.
- Retirement savings plan with employer contributions (where applicable).
- Paid time off and paid holidays.
- Remote work eligibility depending on role requirements (#LI-Remote).
- Opportunities for career growth and leadership development within a global organization.
- Structured training programs and ongoing professional development support.
- Inclusive and collaborative work culture focused on innovation and service excellence.
- Access to employee support programs and wellness initiatives.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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