Contact Center Manager

Dynamic Concepts, Inc. • Washington, DC

2d

About The Position

This role is responsible for the administration of the day-to-day operations of the contact center. The manager will train all personnel utilizing approved equipment, materials, and techniques, and ensure accurate call tracking and data entry processes are maintained according to established procedures. Workload prioritization dependent upon changing requirements is also a key aspect of this position. A DC Lottery background check is required.

Requirements

• Bachelor's degree in business or a related field
• 3-5 years of supervisory experience in a high-volume customer service or IT support environment.
• Technical Proficiency: Hands-on experience with CRM platforms
• Analytical Skills: The ability to interpret performance metrics and to drive operational efficiency.
• Leadership & Soft Skills: Strong conflict resolution, team motivation, and cross-functional communication skills.

Responsibilities

• Administration of the day-to-day operations of the contact center
• Train all personnel utilizing approved equipment, materials and techniques
• Ensure accurate call tracking and data entry processes are maintained according to established procedures
• Management of workload prioritization dependent upon changing requirements
• Ability to pass DC Lottery background check

What This Job Offers

• Job Type: Full-time
• Career Level: Manager