Contact Center Operations Manager

Highlight Technologies

10d

About The Position

Highlight is seeking a Contact Center Operations Manager to support a large-scale customer support team providing employment-related services to Texas residents.

Requirements

• High School Diploma required, Bachelor’s degree preferred.
• 3-5 years of experience as a Contact Center Operations Manager or a similar leadership role within a fast-paced call center environment.
• Proficiency in call center software and CRM systems, with a strong understanding of tools for reporting and workforce management.
• Strong proficiency in the Microsoft Office Suite (particularly Excel)
• Exceptional communication and presentation skills, with the ability to collaborate effectively across teams and convey complex information to stakeholders.
• Strong leadership and team-building capabilities in virtual environments
• Proficient in workforce management and quality assurance methodologies

Nice To Haves

• Previous experience assisting with unemployment benefits or job placement programs preferred
• Texas-based resident preferred

Responsibilities

• Assist Contact Center Program Manager in overseeing daily operational processes and performance metrics for the contact center, to include providing first line support to Contact Center Team Leads
• Build strong partnerships with Contact Center Agents and Team Leads to ensure that established business processes fully support both team-wide and individual agent performance objectives.
• Manage the Workforce Team processes including ensuring accurate forecasting, scheduling, and real-time adjustments.
• Report daily performance metrics to Contact Center Program Manager, enabling clear insights into call center operations
• Communicate contact center performance metrics to key stakeholders, explaining trends and data, while advocating for action plans to improve performance.
• Collaborate with IT to ensure all remote agents have proper equipment and technical support

What This Job Offers

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