Contact Center Shift Manager

Contractor In Charge; United (PA); Remote; USD 50,000 - 70,000; Full time

Job summary

A service management company is seeking a full-time Contact Center Shift Manager to oversee staffing and scheduling for a remote call center. The role requires strong time management and communication skills, along with a high school diploma at minimum. The successful candidate will receive a competitive salary of $50,000 to $70,000 annually, along with benefits like health insurance and retirement plans.

Benefits

Affordable health benefits

IRA retirement plans

PTO

Paid holidays

Qualifications

• Must be able to manage time effectively and adapt to changing priorities.
• Experience in managing contact center environments is preferred.
• Strong communication skills are essential to interact with team and management.

Responsibilities

• Manage staffing levels and adjust shifts based on call volume.
• Produce accurate agent shift schedules.
• Enforce company policies related to attendance and performance.

Skills

Microsoft Excel

Time management

Written communication

Verbal communication

Contact center software knowledge

Adaptability

Education

High school diploma or equivalent

Bachelor's degree in business management

Tools

CRM software

Workforce Management products

Job description

Job Description:

Job information Contact Center Shift Manager from the Company Contractor In Charge, this latest Contact Center Shift Manager job vacancy is located in the city Remote located in the country United States . This latest job opening is open to job seekers who have the latest education / graduate Bachelor Degree .

Job Responsibility:

Are you looking for an exciting and fulfilling remote career opportunity? Look no further! Contractor In Charge is currently seeking a highly motivated and experienced individual to join our team as a full-time Contact Center Shift Manager.

WHY SHOULD YOU JOIN US?

What do we offer to really ensure that you have a thriving, successful career?

This position offers a competitive annual salary ranging from $50,000 to $70,000. You will be provided great benefits such as affordable health benefits, IRA retirement plans, PTO, and paid holidays.

WHO ARE WE?

Our mission is to help small business owners in the home service trades to understand and know their financials and bookkeeping is being managed and maintained with the highest standards. Our staff has a high degree of experience in the electrical, plumbing, HVAC, and other home service industries-and offers their knowledge to help increase our client's understanding of their business performance.

Giving our clients this peace-of-mind requires that we have a skilled and reliable team of our own. In order to attract and retain the best, we offer competitive pay, flexible schedules, and remote work-from-home opportunities.

WHAT DOES YOUR DAY ENTAIL?

You will be responsible for real-time staffing levels, strategically filling open shifts due to absenteeism, and making dynamic adjustments based on coverage needs. Collaborating with the Director of Call Center Operations, you will accurately produce agent shift schedules aligned with call volume forecasts. Enforcing company policies, including attendance and operating procedures, will be an essential part of your role. Working closely with the Director of Call Center Operations, you will provide recommendations for HR regarding performance improvement plans and disciplinary actions when necessary.

IS THIS THE PERFECT OPPORTUNITY FOR YOU?

• High school diploma or equivalent
• Ability to be available during any and all business hours when needed
• Above-average proficiency in Microsoft Excel
• Ability to work independently with efficient time management skills, adapt to changing priorities, meet tight deadlines, and work well under pressure
• Ability to quickly learn other cloud-based software
• Knowledge of relevant contact center software, CRM, and Workforce Management products
• Excellent written and verbal communication skills

The following is preferred but not required:

• Experience as a contact center supervisor or workforce manager
• Experience with forecasting and capacity planning
• Degree in business management

We are an equal opportunities employer and welcome applications from all qualified candidates.