Engagement Contact Center Manager

Triple-S; Guaynabo (PR); On-site; USD 70,000 - 110,000; Full time

Job summary

Triple-S in Puerto Rico is seeking a seasoned Contact Center Manager to lead inbound and outbound operations, oversee internal teams and outsourced partners, and ensure service excellence, efficiency and customer retention.

The ideal candidate has 5–7 years of workforce management in multi-site contact centers, hands-on experience with Five9 or similar CCaaS platforms, and a Bachelor's degree in business or a related field.

Qualifications

• Bachelor's degree in business administration, operations, or related field.
• 5–7 years of workforce management experience in multi-site call centers.
• Proven experience managing inbound and outbound contact center environments with CCaaS platforms.
• 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 and meet KPIs.
• Monitor real-time performance and implement corrective actions.
• Oversee staffing with WFM forecasts and capacity planning.
• Design and execute customer retention and engagement strategies.
• Oversee outbound dialer campaigns focused on retention and product orientation.
• Ensure SLA, quality standards, and compliance; manage vendor relationships.

Skills

Workforce Management

Call Center Leadership

Performance Monitoring

Customer Retention Strategies

Vendor Management

Education

Bachelor's Degree

Tools

Five9 CCaaS

Job description

At Triple-S, we are committed to providing meaningful job experiences for Valuable People (Gente Valiosa). We strive for excellence in everything we do, from the way we work together to the way we serve our customers.

When you join Triple-S, you will be key to our efforts on delivering high-quality and affordable healthcare as well as contribute to our purpose to enable healthier lives. We serve more than 1 million consumers in Puerto Rico through our Medicare Advantage, Medicaid, Commercial, Life and Property & Casualty Businesses.

Let's build healthier communities together,

Job Summary

The Contact Center Manager is responsible for the strategic and operational leadership of inbound and outbound contact center operations. This role oversees internal teams and outsourced partners to ensure service excellence, operational efficiency, revenue protection, and customer retention. The ideal candidate has extensive experience managing high-volume inbound environments, outbound dialer campaigns (including retention and engagement strategies), and contact center platforms such as Five9 or similar cloud-based CCaaS solutions.

Essential Functions

• 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.

EDUCATION

• Bachelor's Degree

Experience

• 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.

LICENSES AND CERTIFICATIONS

• None required

COMPETENCIES

• Customer Delight
• Data Driven Insights
• Financial & Business Acumen
• One Company Mindset
• Practical Knowledge in Tech
• Develops Talent

It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, sex, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.

Equality Employment Opportunity/Affirmative Action for People with Disabilities/Veterans. Employer with E-Verify to verify the eligibility of employment of all the new employees.

We encourage Veterans and Disabled to Apply.