Contact Center Manager: KPI-Driven Ops & Coaching

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

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.