Contact Center Performance & CX Leader

A&T Systems, Inc.; Silver Spring (MD); On-site; USD 70,000 - 100,000; Full time

Job summary

A&T Systems, Inc. in Silver Spring, Maryland, is seeking a Contact Center Manager responsible for leading, performing, and continuously improving contact center operations. This role involves overseeing daily service delivery, workforce management, and employee development while ensuring compliance with Service Level Agreements and industry practices.

The ideal candidate will have 5+ years of experience in a contact center and 4+ years in a supervisory role, demonstrating strong leadership and analytical skills critical for achieving operational excellence.

Qualifications

• 5+ years in Contact Center or Customer Support.
• 4+ years managing customer service teams.
• Strong understanding of workforce management.

Responsibilities

• Direct day-to-day operations in the Contact Center.
• Recruit and develop Contact Center staff.
• Monitor KPIs and prepare operational reports.

Skills

Leadership

Customer service

Analytical skills

Communication

Problem-solving

Organizational skills

Education

Associate's or Bachelor's in IT, Business Administration, or related field

Tools

Microsoft Office

ServiceNow

Genesys

Job description

A&T Systems, Inc. in Silver Spring, Maryland, is seeking a Contact Center Manager responsible for leading, performing, and continuously improving contact center operations. This role involves overseeing daily service delivery, workforce management, and employee development while ensuring compliance with Service Level Agreements and industry practices.

The ideal candidate will have 5+ years of experience in a contact center and 4+ years in a supervisory role, demonstrating strong leadership and analytical skills critical for achieving operational excellence.