Contact Center Manager

Secur-Serv • Fort Worth, TX

3d • Remote

About The Position

The Contact Center Manager is responsible for leading and developing a fast-paced customer service and dispatch support team within a national service organization. This role oversees a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow. Also serves as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales.

Requirements

• High School diploma or GED
• Minimum of 3 years of leadership or supervisory experience in a Contact Center, customer service, dispatch, or service operations environment
• Strong written and verbal communication skills
• Excellent organizational and time management abilities
• Experience coaching and developing employees
• Ability to manage multiple priorities in a fast-paced environment
• Strong analytical and problem-solving skills
• Experience using Microsoft Office products, especially Excel
• Ability to interpret reporting and performance metrics
• Professional demeanor and strong interpersonal skills
• Detail oriented and highly dependable
• Ability to work collaboratively across departments

Nice To Haves

• Bachelor’s degree from a four-year college or university
• Experience in service operations or field service coordination
• Experience handling escalated customer situations
• Familiarity with KPI reporting and workforce management
• Experience improving operational processes and team efficiency
• Experience with Microsoft Teams and ServiceNow

Responsibilities

• Supervise, mentor, and lead a team of Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns and partner with HR as needed
• Motivate team members to meet performance expectations and service goals
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Identify opportunities to improve workflows, customer experience, and team efficiency
• Assist with escalations and customer service issues when necessary
• Utilize Microsoft Teams, ServiceNow, and Excel-based reporting to monitor individual and team performance
• Track key performance indicators such as response times, call handling metrics, ticket accuracy, productivity, and service levels
• Analyze trends and provide actionable feedback to team members
• Prepare reports and updates for leadership regarding team performance and operational challenges
• Use data-driven decision making to improve department performance
• Serve as the primary Contact Center liaison for other departments within the organization
• Maintain professional communication with internal stakeholders and customers
• Coordinate closely with Operations, Technical Support, Accounting, Sales, and Project teams to resolve issues and ensure customer satisfaction
• Communicate process changes, expectations, and operational updates clearly to the team

Benefits

• copay medical plan option
• HSA medical plans with employer contributions to your HSA Account
• dental
• vision
• company-paid life insurance
• company-paid short- and long-term disability coverage
• 401K savings plan with a generous company match
• wellness program
• Tuition Reimbursement Plan which covers up to $5,250

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED