Call Center Manager

Interactive Resources - iR; United States; Remote; USD 85,000 - 110,000; Full time

Job summary

Interactive Resources is seeking a Manager, Member Intake to lead a remote team of member intake representatives for a national member-benefits organization. You will oversee real-time queue management, QA, coaching, and performance to improve efficiency, service quality, and member satisfaction.

The role combines hands-on leadership with data-driven decision making, monitoring live performance, guiding escalations, and developing staff through onboarding and structured development plans.

Qualifications

• 3+ years in a contact center, customer service, or member services.
• 1+ year in a supervisory or senior quality assurance role.
• Hands‑on experience monitoring real‑time contact center queues.
• Experience with live or recorded call monitoring and performance coaching.
• Ability to track, interpret, and improve contact center KPIs.
• Working knowledge of contact center telephony, WFM systems, CRM platforms, and quality monitoring tools.
• Strong organizational, communication, analytical, and problem‑solving skills.
• Ability to manage competing priorities in a fast-paced, service-driven environment.

Responsibilities

• Oversee real-time contact center operations, including service levels, ASA, abandon rates, staffing, and schedule adherence.
• Monitor agent activity, break schedules, after-call work, and log-in/log-out compliance via workforce management tools.
• Identify bottlenecks, callback backlogs, and service delivery issues; escalate with data-driven recommendations.
• Conduct live and recorded call reviews to evaluate performance and QA.
• Coach team on structured call flows, documentation accuracy, and member communication.
• Lead daily virtual team huddles and regular one‑on‑one performance discussions.
• Develop individual development plans and guide onboarding through 30/60/90‑day programs.
• Track metrics including AHT, ACW, schedule adherence, QA scores, FCR, CSAT, volume and escalations.
• Prepare weekly performance summaries; drive improvements in processes and workflows.
• Serve as escalation point for complex inquiries and coordinate with HR for corrective actions.

Skills

Real-time queue management

Team leadership

Performance coaching

Quality assurance

KPI management

Employee development

Communication

Problem solving

Analytical skills

People management

Education

Bachelor's degree or equivalent

Tools

WFM systems

CRM platforms

Quality monitoring tools

Job description

A national member-benefits organization is seeking an experienced Manager, Member Intake to oversee the daily operations, performance, and professional development of a remote team of member intake representatives.

This is a hands-on contact center leadership position focused on real-time queue management, call quality assurance, employee coaching, and operational performance. The ideal candidate combines strong contact center expertise with a proactive, people-focused leadership style and the ability to drive measurable improvements in efficiency, service quality, and member satisfaction.

The successful candidate will be actively involved in day-to-day contact center operations, monitoring live performance, supporting escalations, developing team members, and ensuring a consistent, high-quality member experience.

Key Responsibilities

Contact Center Operations & Queue Management

• Oversee real-time contact center operations, including service levels, average speed of answer (ASA), call abandonment, staffing availability, and schedule adherence.
• Monitor agent activity, break schedules, after-call work, and log-in/log-out compliance through workforce management tools.
• Identify and resolve operational bottlenecks, callback backlogs, and service delivery issues.
• Escalate system, staffing, and workflow challenges with supporting performance data and recommendations.

Quality Assurance & Performance Coaching

• Conduct live and recorded call reviews to evaluate agent performance, call handling, verification procedures, and service quality.
• Coach team members on structured call‑flow methodologies, documentation accuracy, and member communication.
• Partner with Quality Assurance and Training teams to maintain consistent evaluation and scoring standards.
• Provide timely, actionable feedback to improve individual and team performance.

Team Leadership & Employee Development

• Lead daily virtual team huddles, regular one‑on‑one meetings, and performance discussions.
• Establish individual development plans and support ongoing employee growth.
• Guide new hires through onboarding and structured 30/60/90‑day development.
• Recognize strong performance, identify high‑potential employees, and provide opportunities for professional growth.
• Address performance concerns and coordinate corrective action with Human Resources when necessary.
• Track and evaluate key metrics, including:
• Average Handle Time (AHT) and After‑Call Work (ACW)
• Schedule adherence and agent occupancy
• Quality Assurance (QA) scores
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Call volume, callback completion, and escalation rates
• Documentation and disposition accuracy
• Prepare weekly individual and team performance summaries.
• Identify recurring service challenges and recommend improvements to processes, training, and workflows.
• Serve as the primary escalation point for complex member inquiries and difficult customer interactions.

Required Qualifications

• 3+ years of experience in a contact center, customer service, or member services environment.
• 1+ year of experience as a contact center supervisor, team lead, or senior quality assurance professional.
• Hands‑on experience monitoring and managing real‑time contact center queues.
• Experience conducting live or recorded call monitoring, quality evaluations, and performance coaching.
• Demonstrated ability to track, interpret, and improve contact center KPIs.
• Working knowledge of contact center telephony, workforce management systems, CRM platforms, and quality monitoring tools.
• Experience delivering direct, constructive performance feedback and holding employees accountable to measurable expectations.
• Strong organizational, communication, analytical, and problem‑solving skills.
• Ability to manage competing priorities in a fast‑paced, service‑driven environment.

Preferred Qualifications

• Contact center leadership experience in insurance, legal services, or member‑benefits organizations.
• Experience developing or refining call disposition frameworks, quality standards, or reporting processes.
• Experience onboarding, training, and developing new‑hire cohorts.
• Bachelor's degree or equivalent professional experience.

Core Skills

Contact Center Operations | Real‑Time Queue Management | Workforce Management (WFM) | Quality Assurance | Live Call Monitoring | Performance Coaching | KPI Management | Team Leadership | Employee Development | AHT & FCR Optimization | Schedule Adherence | CRM & Telephony Systems | Customer Experience | Escalation Management | Process Improvement