Contact Center Manager, Client Services

Titan Technologies; Rockville (MD); On-site; USD 80,000 - 100,000; Full time

Benefits offered by this job

Opportunity to work with a Service-Disabled Veteran Owned Business

Job summary

Titan Technologies is seeking a skilled Contact Center Manager based in Rockville, Maryland, responsible for leading a high-volume Service Desk and Contact Center. This role requires overseeing operational functions, including workforce management and service performance.

The ideal candidate should have over 5 years in a service support environment and at least 2 years in a leadership position. A strong knowledge of ITIL practices and experience with cloud-based CCaaS platforms are essential. Join us to drive customer service excellence!

Qualifications

• 5+ years of experience in Service Desk or customer support.
• 2+ years in leadership roles for Service Desk or Contact Center.
• Knowledge of ITIL-based service management practices.

Responsibilities

• Oversee daily operations of a 24x7x365 Service Desk.
• Manage workforce scheduling and workload distribution.
• Ensure adherence to operational procedures and performance metrics.

Skills

Leadership in Service Desk operations

Management of cloud-based CCaaS platforms

Quality assurance program administration

Proficiency with ServiceNow

Analytical and problem-solving skills

Job description

Role Overview

The Contact Center Manager (CCM) is responsible for the operational leadership of a high-volume Service Desk and Contact Center supporting multiple communication channels and customer support functions. The CCM oversees Service Desk operations, contact center technologies, workforce management, quality assurance, customer experience, and service performance.

What You Will Do

Direct day-to-day operations of a 24x7x365 Service Desk and Contact Center environment, manage workforce scheduling, staffing coverage, workload distribution, and escalation processes, and ensure Service Desk personnel adhere to established operational procedures.

Why It Might Be a Fit

The ideal candidate possesses experience leading large-scale Service Desk or Contact Center operations, managing cloud-based Contact Center as a Service (CCaaS) platforms, driving continuous service improvement initiatives, and building high-performing customer support teams.

Requirements

• 5+ years of experience in a Service Desk, Contact Center, or customer support environment
• 2+ years of experience leading or managing Service Desk, Contact Center, or customer support teams
• Demonstrated experience managing 24x7x365 operational environments
• Working knowledge of ITIL-based service management practices
• Experience managing cloud-based CCaaS platforms and contact center technologies
• Experience administering quality assurance programs, performance monitoring processes, and customer satisfaction initiatives
• Proficiency with ServiceNow or comparable IT service management platforms
• Experience managing operational performance against established service delivery objectives and contractual requirements
• Strong analytical, organizational, and problem-solving skills
• Excellent written and verbal communication skills

Benefits

• Award pending
• Opportunity to work with a Service-Disabled Veteran Owned Business