Contact Center Manager

This position is for our subsidiary:

Allcat Claims Service, LLC

To know more, visit us at http://www.allcatclaims.com

Job Summary

The Contact Center Manager is responsible for building, developing, and optimizing our contact center operations to support business growth and service excellence. This role goes beyond managing day-to-day activities, it focuses on creating and improving the operational framework, including workforce management (WFM), forecasting, staffing models, and performance analytics. The ideal candidate has experience establishing structure and scalability within a contact center environment.

Key Responsibilities

• Design and enhance contact center infrastructure, processes, and performance management systems.
• Develop and implement WFM strategies, including forecasting, capacity planning, scheduling, and real-time management.
• Build and maintain reporting dashboards to monitor KPIs such as service levels, occupancy, and adherence.
• Analyze operational data to identify trends, improve efficiency, and recommend strategic solutions.
• Partner with leadership to align workforce planning and operational goals with business priorities.
• Collaborate with IT and system administrators to optimize use of Avaya, CMS Supervisor, and other WFM tools (e.g., RingCentral).
• Lead, coach, and develop team members to strengthen analytical and operational capabilities.
• Support scalability initiatives as the contact center expands across multiple functions and locations.
  
  

Minimum Qualifications

• 5 years of experience in contact center operations, with 2 years in a leadership role.
• Proven experience building or restructuring a contact center, including WFM, forecasting, and process design.
• Hands-on experience with Avaya, CMS Supervisor, and workforce management platforms.
• Strong analytical and problem-solving skills with advanced proficiency in Excel.
• Demonstrated ability to develop data-driven insights and performance metrics.
• Excellent communication, leadership, and stakeholder-management skills.
• Detail-oriented, organized, and adaptable to a fast-paced environment.
  
  

Salary: $66k-85k DOE

Loaction: San Antonio TX or Chandler AZ

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