Contact Center Manager

Job not on LinkedIn

🔥 0 minutes ago

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $116k - $125k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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Williams Consulting, LLC.

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🏥 Healthcare

📦 Logistics

📣 Marketing

Healthcare • Logistics • Marketing

Williams Consulting, LLC. is an SBA-certified Woman Owned Small Business (WOSB), Economically Disadvantaged WOSB (EDWOSB), and HUBZone firm that provides healthcare management and health information technology services to Federal, State, Local, and commercial clients. The company delivers enterprise-scale Health IT solutions, program and project management, software development, business analysis, and population/public health expertise, with leadership experienced in healthcare policy, health plan operations, and large IT transformational projects.

📋 Description

• Manage daily helpline operations, staff performance, scheduling, escalation, and coverage • Monitor NICE CXone and Salesforce dashboards, call queues, SLAs, wait times, abandonment rates, and agent availability • Align staffing and schedules with forecasted and real-time call volumes, adjusting coverage as demand increases or fluctuates • Develop and maintain call scripts, workflows, escalation procedures, and standard operating procedures • Lead lactation consultant onboarding and training development, including training materials, call handling, scripts, systems, and procedures • Monitor call quality and staff adherence to scripts, procedures, and performance expectations • Analyze call-volume and performance trends and recommend staffing or operational improvements • Manage and oversee escalations and support the appropriate handling of confidential or sensitive information • Report to the overall Program Director • Support the launch of a federally sponsored National Public Health Contact Center

🎯 Requirements

• Bachelor’s degree in business, operations, communication, or a related field preferred • 5+ years of Contact Center or Customer Service operations experience, including supervisory or people-management responsibility • Federal Contracting experience preferred • Demonstrated experience managing SLAs, staffing, scheduling, real-time queues, and contact center performance • Experience with NICE CXone and Salesforce strongly preferred • Experience developing scripts, procedures, onboarding, and staff training • Strong organizational, analytical, communication, coaching, and problem-solving skills • Experience in a contact center, customer service, helpline, hotline, social services, healthcare-support, or resource-navigation environment preferred • Must be able to successfully complete and maintain a government suitability/background investigation as required for the position • Ability to use Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Project, and SharePoint) efficiently and effectively • Must provide three (3) management references that can attest to qualifications • Company background investigation is required • Maryland-based remote location

🏖️ Benefits

• Flexible work locations and scheduling, when possible • Medical coverage • Vision coverage • Dental coverage • Life insurance • AD&D insurance • Short-term disability insurance • Long-term disability insurance • PTO • 401k matching