Manager, Call Center Operations
Conduent•City of Albany, NY
•$77,700 - $101,000•Onsite
About The Position
The Manager, Call Center Operations is responsible for leading and optimizing contact center operations to deliver an exceptional customer experience while achieving business goals. This role oversees performance, workforce planning, employee development, budgeting, and process improvement across all customer interaction channels.
Requirements
- Bachelor's degree in Business, Management, Communications, or a related field.
- 5+ years of contact center leadership experience.
- 5+ years managing supervisors in a customer service environment.
- Proven track record of improving operational performance, customer satisfaction, and employee engagement.
- Strong leadership and team development skills.
- Experience with workforce management, budgeting, and operational reporting.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication, presentation, and change management skills.
Nice To Haves
- Experience supporting government programs or contracts focused on child support services and solutions.
- Experience leading teams of 100+ employees.
- Experience in a high-volume, multi-channel contact center environment.
- Experience implementing contact center technologies, automation, or AI-enabled solutions.
- Lean Six Sigma certification or other continuous improvement methodology experience.
- Multi-site or geographically dispersed team leadership experience.
Responsibilities
- Lead and develop contact center managers and support teams.
- Drive performance against key metrics, including Service Level, CSAT, NPS, AHT, FCR, and Quality scores.
- Oversee daily operations across phone, email, chat, and digital channels.
- Partner with Workforce Management to ensure effective forecasting, scheduling, and staffing.
- Identify and implement process improvements that increase efficiency and customer satisfaction.
- Manage operational budgets and control labor and operating expenses.
- Oversee contact center technologies, including telephony, CRM, workforce management, and AI-enabled tools.
- Ensure compliance with company policies, regulatory requirements, and quality standards.
- Foster a culture of accountability, continuous improvement, and employee engagement.
Benefits
- Health and Welfare Benefits
- Retirement Savings
- Employee Discounts
- Career Growth Opportunities
- Paid Training
- Paid time off
- Great Work Environment
- health insurance coverage
- voluntary dental and vision programs
- life and disability insurance
- a retirement savings plan
- paid holidays
- paid time off (PTO) or vacation and/or sick time
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What This Job Offers
Job Type
Full-time
Career Level
Manager
