What are the responsibilities and job description for the Outsourced Program Contact Center Manager position at Widescope Consulting and Contracting Services LLC?
Position Summary
We are seeking an experienced and highly organized Outsourced Program Contact Center Manager to lead the end-to-end management of contact center operations with a focus on workforce sourcing, recruitment, hiring, onboarding, and performance measurement. This individual will be responsible for managing day-to-day administrative and operational functions, including employee time tracking, payroll processing, and termination workflows.
The ideal candidate is both people- and process-oriented, with a strong background in workforce management, experience with outsourced or remote teams, and familiarity with tools such as Paychex, QuickBooks TSheets, and client-based platforms such as CostPoint.
Position Location ? Remote
Key Responsibilities
Workforce Management & Recruitment
- Source, screen, and recruit qualified contact center agents to meet client demand.
- Manage all aspects of the hiring process, including background checks, documentation, and system entry using Paychex.
- Develop and execute efficient onboarding programs to ensure agents are equipped for success.
- Coordinate with internal departments and clients for agent scheduling, training, and workforce deployment.
Timekeeping & Payroll
- Maintain and oversee daily time tracking using QuickBooks TSheets and CostPoint (client-provided system).
- Provide spreadsheet reporting used in managing billing hours and payroll documentation.
- Verify and reconcile time entries across platforms to ensure accuracy and compliance.
- Prepare and process employee payroll using Paychex, including regular pay cycles and off-cycle adjustments.
- Ensure compliance with federal, state, and local labor laws related to employee compensation.
Performance Management & HR Processes
- Track client-provided KPIs and performance metrics, reporting regularly to internal stakeholders and clients.
- Provide coaching and support to agents to drive continuous improvement and meet service level goals.
- Implement corrective action plans and performance improvement programs when necessary.
- Manage termination processes, including exit interviews, offboarding documentation, and system updates.
Administrative & Operational Oversight
- Maintain accurate employee records in accordance with company policy and data protection regulations.
- Manage and refine SOPs for hiring, onboarding, performance reviews, and termination procedures.
- Serve as the liaison between client-side operations and internal teams for agent performance and staffing discussions.
- Identify and implement process improvements to streamline operations and improve employee experience.
- Prepare weekly client program updates and status reporting.
Preferred Qualifications
- Bachelor?s degree in Business Administration, Human Resources, Operations Management, or related field.
- Experience working in a client-facing or BPO environment with external stakeholder coordination.
- Familiarity with contact center metrics such as AHT, CSAT, adherence, and attendance.
- Certification in HR, payroll, or workforce management is a plus (e.g., SHRM-CP, CPP).
- Work experience with Healthcare and Federal Government client programs is a plus.