Contact Center Manager at Allcatclaims

This position is for our subsidiary:

To know more, visit us at http://www.allcatclaims.com

Job Description Summary:

The Contact Center Manager oversees daily operations and workforce planning across multi-function contact center environments. This role is responsible for queue management, scheduling, adherence monitoring, and performance analysis to ensure service level objectives are met. The manager leads a team of support staff and supervisors, drives process improvements, and collaborates with stakeholders to align business priorities.

Job Responsibilities:

· Queue management: proactively oversee the contact center queues

· Scheduling: create and optimize agent schedules for optimal phone coverage, team meetings, training plans, etc.

· Adherence monitoring: track employee adherence to schedules (breaks, lunches, and other activities)

· Produces volume forecasts on a daily, weekly, monthly, and annual basis for multi-function operations

· Manage and ensure delivery of real-time plans, ensuring onsite and remote teams meet deliverables and deadlines

· Work with onsite and remote WFM teams to provide real-time playbook alignment

· Analysis of productivity, occupancy, service levels, call volume, schedule efficiency, and staff trends

· Identify inconsistencies in data and partner with teams to investigate and resolve

· Leverage data reporting and analytics to identify trends, uncover opportunities, and provide recommendations

· Develop and maintain reporting dashboards to improve efficiency and customer experience

· React quickly to trends to ensure accuracy and gather feedback

· Drive process improvement requirements and ad-hoc WFM projects

· Drive efficiency and other related metrics and initiatives

· Deliver across all customer KPIs and internal contact center drivers

· Stakeholder management: balance internal and external stakeholder needs with business goals

· Work with key stakeholders to align and deliver WFM initiatives and priorities

· Act as escalation point to resolve real-time support matters

· Lead, coach, and develop support staff and supervisors to achieve service level, quality, and productivity goals

Minimum Requirements:

· 5+ years of experience in contact center operations, including 2+ years in a leadership or management role

· Background in both inbound and outbound contact center operations

· Proven ability to lead, motivate, and develop teams in a fast-paced environment

· Minimum 1 year experience working with Avaya and CMS Supervisor

· Minimum 1 year experience in a workforce management capacity or service contact center environment

· Strong analytical skills with experience in reporting, data analysis, and performance metrics

· Well-developed problem-solving and decision-making skills

· Strong knowledge of Excel

· Proficiency in contact center software, CRM systems, and reporting tools

· Knowledge of workforce management tools (e.g., RingCentral)

· Acquainted with contact center management best practices

· Ability to learn and manage multiple systems

· Excellent communication and listening skills

· Exceptional people skills

· Impeccable attention to detail

Salary: $66k-85k DOE

Loaction: San Antonio TX or Chandler AZ

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