Contact Center Manager

Coda Search│Staffing; Newark (NJ); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Commuter & Parking Reimbursement

Performance-based bonus up to $20,000

Job summary

Coda Search│Staffing seeks a dynamic Contact Center Manager for our Newark, NJ office. This hands-on role reports to the Director of Communications and focuses on accountability, operational excellence, and people development.

You will lead daily operations, optimize dialer/CRM technology, coach staff, and ensure high-quality service. In-office, full-time, 9am–6pm ET, with overtime during peak periods.

Qualifications

• 3+ years of contact center management experience (required).
• Proficient with CRM systems, dialers, reporting tools, and automation platforms.
• Data-driven with strong analytical and Excel reporting skills.
• Excellent leadership, communication, and organizational abilities.
• In-office 5 days per week.

Responsibilities

• Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity.
• Drive efficiency, KPIs, revenue growth, and productivity metrics.
• Monitor call and work quality and performance of phone representatives.
• Ensure systems, scripts, processes, and protocols are adhered to.
• Monitor daily, weekly, and monthly performance metrics and report results.
• Provide coaching and development to the Contact Center team to meet goals.
• Assist with training programs and team-building initiatives.
• Handle escalated member concerns with professionalism and de-escalate as needed.

Skills

Leadership

Communication

Analytical skills

Organizational abilities

Tools

CRM systems

Dialers

Reporting tools

Automation platforms

Excel

Job description

Full-Time | On-Site (5 Days/Week) |Reports to Director of Communications

ABOUT THE ROLE

We are seeking a dynamic, results-driven Contact Center Manager to ensure quality on our communications team. This is a hands-on role for a systems-oriented professional who thrives on accountability, operational excellence, and developing people. You will work closely with the Director of Communications to drive KPIs, optimize technology, delivering meaningful results to our team members and claimants.

KEY RESPONSIBILITIES

Operations & Performance

• Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity
• Drive efficiency, KPIs, revenue growth, and productivity metrics
• Monitor call & work quality & performance of phone representatives
• Ensure systems, scripts, processes, and protocols are adhered to

Reporting & Analytics

• Monitor and report daily, weekly, and monthly Contact Center performance metrics — including call abandonment, service levels, average handle time, & other telephony metrics
• Collect, analyze, and report statistics to gauge operational effectiveness
• Participate in audits and projects to identify and implement efficiency
• Optimize dialer systems, and other contact center technology, leveraging CRM data
• Provide on-demand guidance on policies, processes, and systems
• Supervise, coach, and develop Contact Center team to meet performance goals
• Assist with training programs and team-building initiatives
• Evaluate training comprehension, job knowledge, and operational efficiency regularly
• Handle escalated member concerns and resolve issues with professionalism
• Demonstrate strong de-escalation skills to resolve member issues effectively

QUALIFICATIONS

• 3+ years of contact center management experience (required)
• Strong technical proficiency in CRM systems, dialers, reporting tools, and automation platforms
• Data-driven with strong analytical and Excel/reporting skills
• Excellent leadership, communication, and organizational abilities
• Ability to work in-office 5 days per week

This is a full-time position. The role is in-office five days a week, 9am – 6pm ET. Overtime may be required during high-volume litigation phases or approaching settlement deadlines.

• Office environment is comfortable and designed to be conducive to a professional, productive and collaborative workplace, including multiple monitors,

privacy dividers, headsets and webcams for virtual meetings

• Coffee, soft drinks and snacks are available to the team
• Office leverages technology to make it easier for the team to excel
• Office is conveniently located attached to Newark Penn Station (buses & trains available)
• Commuter & Parking Reimbursement Programs
• Base Salary of $80,000 to $100,000
• Performance-based bonus of up to $20,000 per year, paid quarterly