Contact Center Operations Manager

Advocate; Florida; À distance; USD 80 000 - 100 000; Plein temps

Résumé du poste

Advocate is seeking a Contact Center Operations Manager to own the vendor relationship and run day-to-day operations across multiple queues. You will lead workforce management, backlog monitoring, quality, and custom reporting while coordinating with a contact center partner and internal teams.

The role requires 2+ years in contact center operations, experience with Salesforce and Zendesk, and a track record of leading remote teams in a regulated legal environment.

Qualifications

• 2+ years in contact center operations with team/vendor management experience.
• Experience in a regulated legal environment (SSI/SSDI or similar) is highly preferred.
• Proven forecasting, capacity planning, scheduling, and intraday management across multiple queues.

Responsabilités

• Own the day-to-day relationship with the contact center vendor; manage SLAs, priorities, and escalations.
• Run workforce management across all queues; forecast volumes and plan staffing/timelines.
• Monitor queues/backlogs in Salesforce and vendor reports; address bottlenecks.
• Be primary vendor contact in Slack; clarify processes and document guidance.
• Build and maintain custom reporting (queue, backlog, productivity, quality metrics).
• Own quality through QA, calibrations, and coaching with vendor leads.
• Ensure clean handoffs and status updates between vendor and internal teams; collaborate on process changes.
• Manage vendor contract operations: roster, hours reconciliation, invoicing, headcount changes, cost-per-outcome tracking.
• Escalate claimant-impacting issues; maintain professional, compliant interactions.

Connaissances

Contact center operations

Vendor/BPO management

Forecasting & scheduling

Custom reporting & analytics

Remote team leadership

Salesforce & Zendesk

Regulated legal environment

Strong written communication

Outils

Salesforce

Zendesk

QA/WFM tooling

Description du poste

We're a fast-growing, technology-enabled legal services company. The frontline of our operation runs through a contact center partner that handles a high volume of claimant calls and casework every day across multiple queues. We're hiring a Contact Center Operations Manager to own that vendor relationship and run the day-to-day operation: workforce management, queue and backlog monitoring, quality, custom reporting, and the daily communication with the vendor's team leads.

This is a hands‑on role for someone who has lived in contact center operations, ideally in a regulated legal environment, and knows how to get results through a team they don't directly employ. You'll start each day knowing exactly what is in every queue, where the backlog is building, and which agents need to move. You'll spend it in shared Slack channels with the vendor, in Salesforce and Zendesk, and in the reporting you build. And you'll end it with a clear read on volume, productivity, and quality for our leadership team. As we grow, the role expands to lead our internal Tier 1 contact center operations as well.

We're moving fast and plan to fill this role within the next two weeks.

What You'll Do

• Own the day-to-day relationship with our contact center vendor: run the daily and weekly operating cadence, set priorities, resolve escalations, and hold the vendor accountable to service levels, productivity targets, and quality standards
• Run workforce management across every queue the vendor operates for us (inbound reception, claimant screening and qualification, outbound follow-up with accepted claimants, application prep and document review, and claim submission): forecast volume from our pipeline, set agent allocation by workstream, plan hiring classes and ramp timelines, and keep coverage aligned to Eastern Time business hours
• Monitor queues and backlogs throughout the day in Salesforce and the vendor's daily reports; spot bottlenecks early and move agents, adjust priorities, or expand before service slips
• Be the vendor's primary point of contact in our shared Slack channels: answer questions, clarify process and policy, unblock agents, and make sure guidance is consistent and documented
• Build and maintain custom reporting: daily queue and backlog views, productivity and conversion metrics (contact rate, accepted-to-submitted, submissions per agent per day), quality scores, and a weekly readout for leadership
• Own quality: define call and casework standards, run QA and calibration sessions with vendor team leads, review calls and records in Salesforce, and drive coaching and corrective action plans
• Keep the status and flag workflows between the vendor and our internal teams clean (queue handoffs, contact gates, and record status in Salesforce and Zendesk), and partner with our tech and operations teams when a process or automation needs to change
• Manage the operational side of the vendor contract: roster and hours reconciliation, invoice review, seat and headcount changes, and cost-per-outcome tracking with Finance
• Serve as the escalation point for claimant-impacting issues and make sure every interaction is professional, compassionate, and compliant with our scripts and regulatory requirements
• Over time, take on leadership of our internal Tier 1 contact center operations and build one consistent playbook across vendor and in-house teams

What We're Looking For

• 2+ years in contact center operations, including experience managing a team, a site, or a vendor/BPO relationship. Prior vendor or BPO management experience is ideal; extensive hands‑on contact center leadership also works
• Experience in a regulated legal environment. Social Security Disability (SSI/SSDI) experience is strongly preferred; personal injury, mass tort, workers' compensation, insurance claims, or other legal intake and claims operations are also a great fit
• Proven workforce management skills: forecasting, capacity planning, scheduling, and intraday management across multiple queues
• Strong custom reporting and analytics skills. You build your own reports and dashboards (Salesforce reports, Google Sheets or Excel, and ideally a BI tool) and use them to make decisions
• A track record of managing remote teams effectively: structured cadences, clear written communication, and accountability without being in the room
• Salesforce and Zendesk experience is required: you are comfortable working lists, queues, and reports in Salesforce and managing tickets in Zendesk. Experience with contact center tooling (telephony/ACD, QA, WFM) is a plus
• Direct, organized communicator who can run a vendor huddle in the morning and brief executives in the afternoon
• Available Monday through Friday during Eastern Time business hours; authorized to work in the United States
• Nice to have: experience as an EDPNA or with SSA representative work; experience launching or scaling a BPO engagement; experience using AI tools in a contact center setting

Why this role: You get real ownership from day one. You'll run the operation that drives our core business metric, see the results of your changes in the numbers within days rather than quarters, and report directly to leadership. The schedule is predictable (Monday through Friday, Eastern Time), the work is fully remote, and it matters: the people we serve are navigating a difficult process, and the quality of our contact center directly shapes their outcomes.

We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Base salary of $80,000 to $100,000 per year, depending on experience. This is a full-time, fully remote role working Monday through Friday on an Eastern Time schedule.