Contact Center Manager

Allcat Claims Service; San Antonio (TX); On-site; USD 66,000 - 85,000; Full time

Job summary

A prominent contact center service provider is seeking a Contact Center Manager to lead operations in San Antonio, Texas. The role involves optimizing the contact center framework, enhancing performance management systems, and implementing workforce strategies. Candidates should have over 5 years of experience in contact center operations, with strong analytical, leadership, and communication skills. Familiarity with tools such as Avaya and CMS Supervisor is essential. Competitive salary between $66k-85k depending on experience.

Qualifications

• 5+ years of experience in contact center operations.
• 2+ years in a leadership role.
• Proven experience in building or restructuring a contact center.

Responsibilities

• Design and enhance contact center infrastructure and processes.
• Develop and implement workforce management strategies.
• Build and maintain reporting dashboards for KPIs.

Skills

Experience in contact center operations

Leadership skills

Analytical skills

Problem-solving skills

Proficiency in Excel

Communication skills

Organizational skills

Tools

Avaya

CMS Supervisor

Workforce management platforms

Job description

Join to apply for the Contact Center Manager role at Allcat Claims Service

This position is for our subsidiary: Allcat Claims Service, LLC. To know more, visit us at http://www.allcatclaims.com

Job Summary

The Contact Center Manager is responsible for building, developing, and optimizing our contact center operations to support business growth and service excellence. This role goes beyond managing day-to-day activities; it focuses on creating and improving the operational framework, including workforce management (WFM), forecasting, staffing models, and performance analytics. The ideal candidate has experience establishing structure and scalability within a contact center environment.

Key Responsibilities

• Design and enhance contact center infrastructure, processes, and performance management systems.
• Develop and implement WFM strategies, including forecasting, capacity planning, scheduling, and real-time management.
• Build and maintain reporting dashboards to monitor KPIs such as service levels, occupancy, and adherence.
• Analyze operational data to identify trends, improve efficiency, and recommend strategic solutions.
• Partner with leadership to align workforce planning and operational goals with business priorities.
• Collaborate with IT and system administrators to optimize use of Avaya, CMS Supervisor, and other WFM tools (e.g., RingCentral).
• Lead, coach, and develop team members to strengthen analytical and operational capabilities.
• Support scalability initiatives as the contact center expands across multiple functions and locations.

Minimum Qualifications

• 5+ years of experience in contact center operations, with 2+ years in a leadership role.
• Proven experience building or restructuring a contact center, including WFM, forecasting, and process design.
• Hands‑on experience with Avaya, CMS Supervisor, and workforce management platforms.
• Strong analytical and problem‑solving skills with advanced proficiency in Excel.
• Demonstrated ability to develop data‑driven insights and performance metrics.
• Excellent communication, leadership, and stakeholder‑management skills.
• Detail‑oriented, organized, and adaptable to a fast‑paced environment.

Salary: $66k-85k DOE

Location: San Antonio TX or Chandler AZ