Contact Center Manager

Williams Consulting LLC•Catonsville, MD

1d•$116,000 - $125,000•Remote

About The Position

Williams Consulting LLC (WCLLC), a Baltimore, Maryland-based government contracting firm, is seeking a Contact Center Manager to support a Federally sponsored National Public Health Contact Center launch. This position does report to an overall Program Director. The Manager will oversee daily helpline operations, operating 6:00 a.m.–6:00 p.m. Eastern Time, seven days a week, and manage a team of Lactation Consultants providing compassionate, consistent, and responsive support to callers nationwide. This helpline will move to 24/7 operations. The ideal candidate will possess strong contact center operations and people leadership skills, with experience managing multi-channel services across phone, live chat, and SMS. The candidate should be skilled in workforce planning, service level agreements (SLA’s), real-time queue and dashboard monitoring, quality improvement, staff coaching and performance management, and onboarding and training development. Strong analytical, communication, problem-solving, and organizational skills are essential, to anticipate staffing needs, respond to changing contact volumes, and drive continuous improvement.

Requirements

5+ years of Contact Center or Customer Service operations experience, including supervisory or people-management responsibility.
Demonstrated experience managing SLAs, staffing, scheduling, real-time queues, and contact center performance.
Experience developing scripts, procedures, onboarding, and staff training.
Strong organizational, analytical, communication, coaching, and problem-solving skills.
Ability to use Microsoft Office Applications (Outlook, Word, Excel, PowerPoint, Project, and SharePoint) efficiently and effectively.
Must be able to successfully complete and maintain a government suitability/background investigation as required for the position.
Must provide three (3) management references that can attest to qualifications.

Nice To Haves

Bachelor’s degree in business, operations, communication, or a related field preferred
Federal Contracting experience preferred.
Experience with NICE CXone and Salesforce strongly preferred.
Experience in a contact center, customer service, helpline, hotline, social services, healthcare-support, or resource-navigation environment preferred.

Responsibilities

Manage daily helpline operations, staff performance, scheduling, escalation, and coverage.
Monitor NICE CXone and Salesforce dashboards, call queues, SLAs, wait times, abandonment rates, and agent availability.
Align staffing and schedules with forecasted and real-time call volumes, adjusting coverage as demand increases or fluctuates.
Develop and maintain call scripts, workflows, escalation procedures and standard operating procedures.
Lead lactation consultant onboarding and training development, including training materials, call handling, scripts, systems, and procedures.
Monitor call quality and staff adherence to scripts, procedures, and performance expectations.
Analyze call-volume and performance trends and recommend staffing or operational improvements.
Manage and oversee escalations and support the appropriate handling of confidential or sensitive information.