Contact Center Operations Manager

City of Holland; Detroit (MI); Hybrid; USD 75,000 - 82,000; Full time

Benefits offered by this job

Health insurance

Employer-paid 6% 401(k) contribution

15 paid holidays

Paid vacation and sick leave

Hybrid work environment

Job summary

UAW-FCA-Ford-General Motors Legal Services Plan is seeking a Contact Center Operations Manager to lead our Member Intake Department in the Detroit Metropolitan Area (Hybrid). The role focuses on improving service quality, performance metrics, and the member experience by coaching staff and implementing QA processes.

The ideal candidate has 7+ years of contact center leadership, strong analytical and communication skills, and experience supervising remote or hybrid teams in a unionized setting.

Qualifications

• Bachelor’s degree preferred or equivalent combination of education and leadership experience.
• 7+ years of leadership in a contact center or service-focused environment.
• Experience in quality assurance and coaching to improve performance.
• Experience supervising remote or hybrid teams in unionized settings.

Responsibilities

• Lead and develop a team of approximately 12 unionized Member Intake Representatives.
• Build a culture focused on professionalism, accountability, and exceptional member service.
• Develop and oversee a quality assurance program that includes call monitoring, coaching, and performance feedback.
• Improve first-contact resolution by ensuring representatives provide complete, accurate explanations of Plan benefits, referral procedures, and member responsibilities.
• Analyze operational metrics and prepare reports that identify trends, measure productivity, improve service quality, and reduce repeat calls.
• Supervise a primarily remote workforce while ensuring accountability and consistent performance.
• Identify workflow improvements and implement technology, including AI tools, that enhance efficiency and the member experience.
• Partner with attorneys and leadership to continuously improve departmental performance and member satisfaction.

Job description

Contact Center Operations Manager

Location: Detroit Metropolitan Area (Hybrid)

The UAW-FCA-Ford-General Motors Legal Services Plan is seeking an experienced Contact Center Operations Manager to lead our Member Intake Department and drive continuous improvement in service quality, operational performance, and the member experience.

Our Member Intake Department serves as the first point of contact for thousands of members seeking legal assistance each year. Representatives verify eligibility, explain Plan benefits, assign matters to staff attorneys or cooperating attorneys, and direct members to the appropriate resources when additional review or specialized referrals are needed.

We are seeking a proven leader who can build upon an established operation by strengthening quality assurance, improving first-contact resolution, reducing repeat calls, increasing productivity, and using data to drive continuous improvement.

Primary Responsibilities

Lead, coach, and develop a team of approximately 12 unionized Member Intake Representatives.

Build a culture focused on professionalism, accountability, and exceptional member service.

Develop and oversee a quality assurance program that includes call monitoring, coaching, and performance feedback.

Improve first-contact resolution by ensuring representatives provide complete, accurate explanations of Plan benefits, referral procedures, and member responsibilities.

Analyze operational metrics and prepare reports that identify trends, measure productivity, improve service quality, and reduce repeat calls.

Supervise a primarily remote workforce while ensuring accountability and consistent performance.

Identify workflow improvements and implement technology, including AI tools, that enhance efficiency and the member experience.

Partner with attorneys and leadership to continuously improve departmental performance and member satisfaction.

Qualifications

Bachelor’s degree preferred, or an equivalent combination of education and progressively responsible contact center leadership experience.

Seven or more years of leadership experience in a contact center, customer service, member services, employee benefits, insurance, healthcare, financial services, legal operations, or another service-focused environment.

Demonstrated success improving contact center performance through quality assurance, employee coaching, operational analytics, and process improvement.

Strong leadership, communication, analytical, coaching, and organizational skills.

Experience supervising remote or hybrid teams required.

Unionized environment. Experience administering CBA or detailed employee policies and manual.

Compensation & Benefits

Salary: $75,000–$82,000, depending on qualifications and experience.

We offer an excellent benefits package, including comprehensive health insurance, an employer-paid 6% 401(k) contribution, 15 paid holidays, paid vacation and sick leave, and a hybrid work environment.

Qualified applicants should submit a resume, references and cover letter to [e-mail].