Remote Contact Center Ops Lead — Vendor & WFM

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

Job summary

Advocate—a fast-growing, technology-enabled legal services company—seeks a Contact Center Operations Manager to own the vendor relationship and run day-to-day operations. You will manage workforce planning, queues, quality, and reporting across vendor and internal teams, with a focus on Eastern Time business hours and fully remote work.

You’ll build dashboards, drive process improvements, and coach teams to meet service levels and regulatory requirements.

Qualifications

• 2+ years in contact center operations with team or vendor management.
• Experience in regulated legal environments preferred (SSI/SSDI, etc.).
• Proven forecasting, capacity planning, scheduling, and intraday management across queues.
• Strong ability to build dashboards and custom reports for leadership.

Responsibilities

• Own daily/weekly cadence with contact center vendor; manage SLAs, productivity, quality.
• Forecast volumes, allocate agents by workstream, plan hiring and ramp timelines.
• Monitor queues/backlogs in Salesforce and vendor reports; adjust priorities as needed.
• Be primary vendor contact in Slack; document guidance and unblock issues.
• Develop and maintain reporting: queue views, productivity, QA scores, leadership readouts.
• Define quality standards; run QA/calibration with vendor leads; coach and remedy.
• Manage vendor-internal handoffs and Salesforce/Zendesk status coherence.
• Oversee vendor contract ops: rosters, hours, invoicing, headcount changes.
• Escalation point for claimant-impacting issues; ensure professional, compliant interactions.
• Over time, lead internal Tier 1 center ops and unify playbooks.

Skills

Vendor management

Forecasting

Intraday management

Custom reporting

Communication

Team leadership

Remote teamwork

Salesforce experience

Zendesk experience

Education

Experience in regulated legal environment

Tools

Salesforce

Zendesk

WFM tools

QA tooling

Job description

Advocate—a fast-growing, technology-enabled legal services company—seeks a Contact Center Operations Manager to own the vendor relationship and run day-to-day operations. You will manage workforce planning, queues, quality, and reporting across vendor and internal teams, with a focus on Eastern Time business hours and fully remote work.

You’ll build dashboards, drive process improvements, and coach teams to meet service levels and regulatory requirements.