Remote Contact Center Operations Manager

Advocate; Florida; Remote; USD 80,000 - 100,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Contact center operations

Vendor/BPO management

Forecasting & scheduling

Custom reporting & analytics

Remote team leadership

Salesforce & Zendesk

Regulated legal environment

Strong written communication

Tools

Salesforce

Zendesk

QA/WFM tooling

Job description

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.