[Hiring] Contact Center Operations Manager @Advocate

Role Description

We're hiring a Contact Center Operations Manager to own the vendor relationship and run the day-to-day operation:

• Workforce management
• Queue and backlog monitoring
• Quality assurance
• Custom reporting
• Daily communication with the vendor's team leads

This is a hands-on role for someone experienced in contact center operations, ideally in a regulated legal environment.

Responsibilities include:

• Owning the day-to-day relationship with our contact center vendor
• Running workforce management across every queue the vendor operates
• Monitoring queues and backlogs throughout the day
• Being the vendor's primary point of contact in shared Slack channels
• Building and maintaining custom reporting
• Owning quality and defining call and casework standards
• Managing operational aspects of the vendor contract
• Serving as the escalation point for claimant-impacting issues
• Taking on leadership of our internal Tier 1 contact center operations over time

Qualifications

• 2+ years in contact center operations, including experience managing a team, site, or vendor/BPO relationship
• Experience in a regulated legal environment; Social Security Disability (SSI/SSDI) experience preferred
• Proven workforce management skills: forecasting, capacity planning, scheduling, and intraday management
• Strong custom reporting and analytics skills
• Track record of managing remote teams effectively
• Salesforce and Zendesk experience required
• Direct, organized communicator
• Available Monday through Friday during Eastern Time business hours
• Authorized to work in the United States

Requirements

• Nice to have: experience as an EDPNA or with SSA representative work
• Experience launching or scaling a BPO engagement
• Experience using AI tools in a contact center setting

Benefits

• Base salary of $80,000 to $100,000 per year, depending on experience
• This is a full-time, fully remote role working Monday through Friday on an Eastern Time schedule

How to apply

Submit your resume along with a few sentences about the contact center or vendor operation you've managed. We review applications daily and will reach out to qualified candidates within a few business days.

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.