Contact Center Shift Manager
About The Position
We are seeking an experienced, innovative Contact Center Shift Manager to lead a remote team supporting hurricane survivors through a high-volume disaster assistance contact center. This role presents a unique opportunity to help build and scale a survivor-focused support operation that provides timely, compassionate, and accurate guidance to individuals and households impacted by hurricanes. The Shift Manager will oversee daily contact center operations, support staff performance and development, and help ensure callers receive clear information about available assistance, application steps, documentation needs, referrals, and escalation pathways. This role serves as a key contributor in achieving operational excellence, maintaining service level targets, protecting sensitive survivor information, and delivering consistent, empathetic caller experience during active disaster response and recovery operations. The successful candidate will work closely with other functions, including HR, IT, program leadership, quality assurance, and client stakeholders. Considering this is a remote role, any remote employee must have high speed internet that has a minimum of 100 Mbps download and 40 Mbps upload speed.
Requirements
- Demonstrated initiative-taking approach to problem solving with a strong decision-making acumen, demonstrated ability to take initiative.
- Proficiency in continuous improvement, business transformation and operational excellence
- Strong written/verbal communication skills
- Excellent people skills and the ability to effectively build and extend relationships with diverse groups of people including partners, policyholders, and team members.
- Strong working knowledge of Microsoft Office, Word, and Excel
- Proven experience managing metrics, ensuring customer satisfaction, and reporting key performance indicators and metrics related to a Contact Center.
- Demonstrates a high level of engagement and active collaboration contributing to a positive team environment.
- Previous experience with call center management software.
- Minimum of 7+ years of experience in a Contact Center environment, with at least 3-5 years in a managerial or supervisory capacity; experience in the SaaS industry preferred.
- Experience with Contact/Call Center Technology and call mapping/routing required.
- Proven history in building or re-building teams and improving customer satisfaction.
Responsibilities
- Provides strong, dynamic leadership that mentors, develops, and guides supervisors and agents supporting hurricane survivors, ensuring each caller receives accurate, compassionate, and timely assistance.
- Leads and manages performance metrics aligned with organizational and project-specific goals, including service levels, average speed of answer, abandonment rates, quality scores, first-contact resolution, and caller satisfaction.
- Oversees daily shift operations during hurricane response and recovery, including queue monitoring, staffing adjustments, call routing awareness, issue escalation, and real-time coordination with program leadership.
- Supports agents in helping callers understand available disaster assistance resources, application steps, documentation requirements, case status questions, referral options, and next steps for recovery support.
- Establishes and implements continuous process improvement by monitoring survivor interactions, reviewing call trends, identifying training needs, and recommending updates to scripts, FAQs, workflows, and knowledge materials.
- Delivers results against a defined scope of work that includes operational reporting, employee development, quality assurance support, and documentation of shift-level risks, issues, and trends.
- Develops and maintains effective organization of responsibility, including recruiting support, onboarding, training, coaching, recognition, workflow patterns, performance standards, staffing levels, and supervision.
- Conducts performance reviews, quality assessments, and individual coaching meetings to support team members’ growth and ensure consistent, trauma-informed, survivor-centered communication.
- Collaborates across the organization to identify and implement process improvement opportunities that enhance the survivor experience, improve operational readiness, and support client objectives.
- Reviews SLAs and KPIs continually and prepares reports for management. Monitors operational efficiency, procedural compliance, data quality, privacy requirements, and service delivery expectations.
- Performs other duties as assigned.
- Completes all required compliance, privacy, security, and program-specific disaster response training as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
