Contact Center Manager

Role Summary

Lead a team of contact center agents to deliver excellent service across multiple channels (phone, email, chat/SMS). You’ll manage day-to-day operations, coaching, scheduling, quality assurance, and KPI performance.

Key Responsibilities

• Lead, coach, and develop agents (hiring, onboarding, 1:1s, feedback, performance plans).
  
  
• Monitor live queues/dashboards; adjust staffing and handle escalations in real time.
  
  
• Meet or exceed SLAs, reduce Abandon Rate, manage AHT/ACW, improve CSAT/FCR, and drive QA scores.
  
  
• Build schedules, manage adherence, and partner on forecasting/capacity planning.
  
  
• Run a quality program for calls and emails (scorecards, calibrations, coaching loops).
  
  
• Maintain SOPs, talk tracks, and email templates to ensure accurate, consistent service.
  
  
• Use dedicated platforms to manage skills/queues, dispositions, recordings, live monitoring (barge/whisper), and reports.
• Build
  
  
• Analyze performance and present clear action plans to leadership.
  
  
• Ensure adherence to company policies and applicable regulations.
  
  

Requirements

Qualifications

• 5+ years in a contact center with 2+ years as a team lead/supervisor/manager.
  
  
• Proven track record meeting service KPIs and elevating team performance.
  
  
• Comfortable with the Five9 platform (skills-based routing, IVR basics, dispositions, recording/monitoring, reporting/dashboards).
  
  
• Strong analytical skills (Excel/Google Sheets) and clear written/verbal communication.
  
  
• Organized, calm under pressure, and effective at change management.
  
  

Preferred

• Five9 admin/config experience (IVR edits, campaigns, permissions) or Five9 University coursework.
  
  
• Workforce management and forecasting exposure.
  
  
• Experience designing QA scorecards and running calibration sessions.
  
  

Industry experience relevant to our customers (e.g., healthcare).

Benefits

Compensation: Enjoy a competitive hour rate ranging from $55,000-65,000 depending on experience

Perks: Enjoy a comprehensive benefits package that includes Medical, Dental, Vision coverage, a 401(k) plan (with 3% match), Life Insurance, and generous Paid Time Off to help you recharge and thrive