Engagement Center Manager: Retention & Growth

Triple-S Management Corp.; Northern (KY); On-site; USD 80,000 - 120,000; Full time

Job summary

Triple-S Management Corp. is seeking a Contact Center Manager to provide strategic and operational leadership of high-volume inbound and outbound contact center operations.

You will oversee internal teams and outsourced partners to ensure service excellence, efficiency, revenue protection, and customer retention, with hands-on Five9 CCaaS proficiency. The role requires a Bachelor's degree and 5–7 years in Workforce Management within multi-site call centers, plus experience managing both inbound

Qualifications

• Bachelor’s degree in business administration, Operations, or related field.
• 5–7 years of experience in Workforce Management within multi-site call center environments.
• Proven experience managing both inbound and outbound contact center environments.
• Hands-on experience with Five9 or similar CCaaS platforms.
• Demonstrated experience leading customer retention strategies and outbound campaigns.
• Experience managing outsourced/BPO contact centers.
• Strong knowledge of contact center KPIs and operational metrics.

Responsibilities

• Lead day-to-day inbound and outbound contact center operations. Ensure achievement of KPIs including Service Level, ASA, AHT, Abandonment Rate, Occupancy, Adherence, Conversion Rates, RPC rates, and Retention metrics.
• Monitor real-time performance and implement corrective action plans when needed.
• Oversee scheduling alignment with WFM forecasts and capacity planning.
• Design and execute customer retention and engagement strategies.
• Lead outbound dialer campaigns focused on retention and product orientation.
• Optimize campaign performance through list segmentation, contact strategies, scripting improvements, and performance analytics.
• Monitor campaign KPIs including penetration rates, contact rates, right-party contact rates, conversion rates, and ROI.
• Manage contact center platforms such as Five9 (inbound routing, IVR logic, ACD, dialer campaigns, disposition codes, reporting).
• Partner with IT and WFM teams to optimize system configurations and performance.
• Ensure proper use of CRM integrations, call recording systems, quality monitoring platforms, and reporting dashboards.
• Oversee third-party call center vendors.
• Define and enforce SLAs, performance metrics, and quality standards.
• Conduct regular business reviews and performance audits.
• Ensure outsourced campaigns align with internal operational goals and compliance requirements. Manage vendor contracts in collaboration with procurement and finance teams.
• Promote a culture of continuous improvement and customer-centricity.
• Ensure compliance with regulatory requirements and company policies.
• Analyze operational performance data, prepare executive- level reports dashboards.
• Identify trends and recommend strategic improvements.

Skills

Workforce management

Leadership

Operations excellence

Education

Bachelor's Degree

Tools

Five9

Job description

Triple-S Management Corp. is seeking a Contact Center Manager to provide strategic and operational leadership of high-volume inbound and outbound contact center operations.

You will oversee internal teams and outsourced partners to ensure service excellence, efficiency, revenue protection, and customer retention, with hands-on Five9 CCaaS proficiency. The role requires a Bachelor's degree and 5–7 years in Workforce Management within multi-site call centers, plus experience managing both inbound