Role Summary

Lead a team of contact center agents to deliver excellent service across multiple channels (phone, email, chat/SMS). You’ll manage day-to-day operations, coaching, scheduling, quality assurance, and KPI performance.

Key Responsibilities

Lead, coach, and develop agents (hiring, onboarding, 1:1s, feedback, performance plans).

Monitor live queues/dashboards; adjust staffing and handle escalations in real time.
Meet or exceed SLAs, reduce Abandon Rate, manage AHT/ACW, improve CSAT/FCR, and drive QA scores.
Build schedules, manage adherence, and partner on forecasting/capacity planning.
Run a quality program for calls and emails (scorecards, calibrations, coaching loops).
Maintain SOPs, talk tracks, and email templates to ensure accurate, consistent service.
Use dedicated platforms to manage skills/queues, dispositions, recordings, live monitoring (barge/whisper), and reports. Build
Analyze performance and present clear action plans to leadership.
Ensure adherence to company policies and applicable regulations.

Requirements

Qualifications

5+ years in a contact center with 2+ years as a team lead/supervisor/manager.

Proven track record meeting service KPIs and elevating team performance.
Comfortable with the Five9 platform (skills-based routing, IVR basics, dispositions, recording/monitoring, reporting/dashboards).
Strong analytical skills (Excel/Google Sheets) and clear written/verbal communication.
Organized, calm under pressure, and effective at change management.

Preferred

Five9 admin/config experience (IVR edits, campaigns, permissions) or Five9 University coursework.

Workforce management and forecasting exposure.
Experience designing QA scorecards and running calibration sessions.

Industry experience relevant to our customers (e.g., healthcare).

Benefits

Compensation: Enjoy a competitive hour rate ranging from $55,000-65,000 depending on experience

Perks: Enjoy a comprehensive benefits package that includes Medical, Dental, Vision coverage, a 401(k) plan (with 3% match), Life Insurance, and generous Paid Time Off to help you recharge and thrive

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Contact Center Manager