Contact Center Manager (Remote or Hybrid in Holland, OH)
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AI Summary
Lead the daily operations of the Enterprise Solutions Contact Center to ensure SLAs and KPIs are consistently met. Provide strategic leadership and coaching to supervisors and staff while optimizing processes to enhance customer satisfaction.
General Summary
Velocity is seeking an experienced and results-driven Contact Center Manager to lead the daily operations of the Enterprise Solutions Contact Center. This role is responsible for delivering exceptional customer experiences while driving operational excellence across all customer support channels. The Contact Center Manager provides strategic leadership to frontline supervisors and customer service teams, ensuring service levels, quality standards, and business objectives are consistently achieved.
The ideal candidate is a customer-focused leader who thrives in a fast-paced environment and possesses a passion for developing people, optimizing processes, and leveraging data to drive continuous improvement. This individual will foster a culture of accountability, collaboration, innovation, and service excellence while balancing the needs of customers, employees, and the business.
Success in this role requires strong operational leadership, effective communication, sound business judgment, and the ability to inspire high-performing teams while adapting to changing business priorities and customer demands.
Primary Duties and Responsibilities
- Lead the day-to-day operations of the Enterprise Solutions Contact Center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
- Provide leadership, coaching, mentoring, and performance management for supervisors, team leads, and customer service representatives.
- Foster a positive, inclusive, and high-performing culture focused on accountability, employee engagement, continuous improvement, and customer success.
- Own the operational health of the Contact Center by monitoring, analyzing, and communicating performance metrics, including but not limited to:
- Average Speed to Answer (ASA)
- Service Level
- Average Handle Time (AHT)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Quality Assurance Scores
- Ticket Aging
- Schedule Adherence
- Occupancy
- Agent Productivity
- Absenteeism and Turnover
- Supervisor Coaching Completion
- Develop and execute action plans to improve customer satisfaction, operational efficiency, quality, and employee performance.
- Partner with Workforce Management to forecast staffing requirements, optimize scheduling, and ensure appropriate coverage based on business demand.
- Develop capacity plans and operational readiness strategies to support seasonal demand, customer growth, new client onboarding, and business initiatives.
- Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development planning for leaders and staff.
- Build leadership bench strength through succession planning, mentoring, and ongoing talent development.
- Serve as the primary escalation point for complex customer issues and ensure timely resolution while maintaining a high level of customer satisfaction.
- Collaborate with Operations, Engineering, Project Management, Customer Success, Quality Assurance, Workforce Management, and Training teams to improve processes and customer outcomes.
- Identify opportunities to streamline workflows through automation, process optimization, knowledge management, and technology enhancements.
- Ensure compliance with company policies, customer contractual obligations, security standards, and applicable regulatory requirements.
- Prepare, analyze, and present operational reports, business reviews, forecasts, and executive performance updates.
- Develop and manage departmental budgets while maintaining financial accountability and identifying opportunities for cost optimization.
- Lead operational readiness for new customer implementations, organizational changes, and major service initiatives.
- Champion employee engagement initiatives that promote retention, recognition, professional development, and overall team success.
- Perform other duties as assigned.
Qualifications, Education and Experience
- Bachelor's degree in Business Administration, Management, Communications, or a related field preferred.
- Minimum of five (5) years of progressive Contact Center experience.
- Minimum of three (3) years of leadership experience managing supervisors, team leads, or customer service teams.
- Demonstrated success leading operations within a high-volume, multi-channel Contact Center.
Knowledge, Skills and Abilities
- Exceptional leadership, coaching, and talent development skills.
- Strong customer-first mindset with a passion for delivering outstanding service experiences.
- Excellent verbal, written, presentation, and interpersonal communication skills.
- Strong analytical and critical thinking abilities with exceptional attention to detail.
- Ability to interpret operational data and translate insights into measurable business improvements.
- Strong business acumen with the ability to balance customer satisfaction, employee engagement, and operational efficiency.
- Demonstrated ability to manage multiple priorities in a fast-paced, changing environment.
- Strong organizational, planning, and project management skills.
- Ability to influence cross-functional teams and build collaborative working relationships.
- Comfortable making sound decisions under pressure while maintaining professionalism and composure.
- Self-motivated with the ability to work independently while effectively leading diverse teams.
- Proficient in Microsoft Office applications and able to quickly learn new technologies and business systems.
- High level of integrity, accountability, and professionalism.
- Commitment to fostering an inclusive workplace where employees are empowered to succeed.
- Strong knowledge of Contact Center operations, workforce management principles, quality assurance, and customer experience best practices.
Why you’ll love working at Velocity
We are an energetic bunch — eager to succeed and have lots of company pride. We promote a collaborative work environment that prioritizes strengthening relationships with our customers and team members to achieve our goals.
As a growing technology solutions and services company, every team member at Velocity has the opportunity to make an impact as we challenge ourselves to provide the best technology and customer experiences in the business. We’re excited about what we do, why we do it, and who we do it for.
Diversity and Inclusion
Velocity is committed to diversity and inclusion and is dedicated to fostering a work environment where all team members are comfortable bringing their authentic selves to work and have equal opportunities to thrive. Our team members work collaboratively and draw inspiration from various perspectives and experiences that make each of us unique. This strengthens our connections with our team members, customers, and communities.
Our Values – Collaborative and Strong at the Core
- Customer-obsessed
- One team
- Do the right thing
- Let’s go!
Our Benefits
- Medical, Dental, Vision
- PTO & Paid Holidays
- Paid Sick Time
- 401K – with Employer Match
- Paid Parental Leave
- Company provided Life Insurance, Short/Long-Term Disability
- Supplemental Benefits Available
About Velocity MSC
Velocity started in 2005. Velocity's customer-obsessed approach, combined with its customized voice and data network solutions, and support services, enhances how multi-location enterprises communicate and do business. That’s why Velocity serves thousands of Fortune 500 companies across various industries. With over 500 employees, 13 redundant data centers, 450 carrier agreements, and 5,500 certified technicians throughout the U.S.— Velocity is an unstoppable force. To learn more, please visit https://velocitymsc.com/careers/.
Velocity is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Velocity is an active participant with E-Verify.
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