contact center manager

Corewell Health

<div><div><div>Job Summary</div><p></p><div>
Provide leadership and direction to the cross-functional (clinical and non-clinical) Customer Care Center (CCC) Supervisors to ensure that the goals and standards of Priority Health are being met. Facilitate the development of cross-functional work teams within the organization. Be a change agent to lead the Customer Care Center in with a view to improving the overall customer experience with Priority Health. Manage customer care training and quality resources to ensure operational effectiveness.</div><p></p><div>
Essential Functions</div><p></p><div><ul><li><p>
Develop supervisors to be effective coaches, facilitators and motivators for their teams. Service as coach, facilitator and motivator to the Customer Care Center Supervisors to create accountability for meeting quality and service level goals on a consistent basis. Remove barriers that result in team not achieving both individual and group objectives.</p></li><li><p>
Provide a forum for all customer care staff to receive Priority Health information and provide direction and vision on how their performance directly links to the status of the plan's performance and results. Ensure consistency of best practices across the teams.</p></li><li><p>
Ensure that employee one-on-one and team specific meetings are routinely scheduled to discuss performance results, service and operational issues and provide all team members the opportunity to explore alternative approaches to exceed the current performance of team members on a monthly basis. Identify successes and areas for improvement. Implement appropriate counseling and performance improvement action plans according to human resource regulations and guidelines.</p></li><li><p>
Responsible for interviewing, hiring, coaching, performance management, engagement and retention of team members to maintain acceptable service levels in a production, in-bound call center.</p></li><li><p>
Partner with Manager, C/S Operations to ensure performance tracking and trending tools are in place to allow for daily monitoring of the team's performance level for all functions to ensure that departmental standards are met. The partnership with the Customer Care Center Operations team includes effectively educating team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations of policy changes or benefit clarifications to members and employers. Ensure consistency exists with the application of operational policies and procedures with the team. Identify customer issues, determine root cause and implement effective solutions to improve the customer experience.</p></li><li><p>
Partner with Manager, C/S Operations to analyze call volume, shrinkage and staffing reports provided by workforce management tools to ensure schedules are optimized based on trends. Implement creative solutions to fill gaps in scheduling. Manage staffing ratios and utilization/optimization to ensure customer service goals are met. Oversees staff allocations between multiple centers, including evening and weekend hours.</p></li><li><p>
Develop and implement technologies and processes to transform customer service while ensuring sound quality assurance practices.</p></li><li><p>
Effectively navigate the organization to solve issues or recommend process improvements on behalf of the customer experience and/or drive efficiencies for the business.</p></li></ul></div><p></p><div>
Qualifications</div><p>
Required</p><div><div><ul><li>
Bachelor's Degree or equivalent in health insurance or managed care environment.</li></ul></div><div><ul><li>
5 years of relevant experience in coaching and creating accountability of supervisors</li><li>
5 years of relevant experience in dealing with employee relationship issues and providing appropriate guidance using human resource policies</li></ul><p>
Preferred</p><ul><li>
5 years of relevant experience managing a call center</li><li>
Master's Degree</li></ul></div></div><p></p><div><div>
About Corewell Health</div><p></p><p>
As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.</p></div><p></p><div>
How Corewell Health cares for you</div><ul><li><p>
Comprehensive benefits package to meet your financial, health, and work/life balance goals. .</p></li><li><p>
On-demand pay program powered by Payactiv</p></li><li><p>
Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!</p></li><li><p>
Optional identity theft protection, home and auto insurance, pet insurance</p></li><li><p>
Traditional and Roth retirement options with service contribution and match savings</p></li><li><p>
Eligibility for benefits is determined by employment type and status</p></li></ul><p></p><p><b>
Primary Location</b></p>
SITE - Priority Health - 1231 E Beltline Ave NE - Grand Rapids<p></p><p><b>
Department Name</b></p>
Customer Service Medicare - PH Managed Benefits<p></p><p><b>
Employment Type</b></p>
Full time<p></p><p><b>
Shift</b></p>
Day (United States of America)<p></p><p><b>
Weekly Scheduled Hours</b></p>
40<p></p><p><b>
Hours of Work</b></p>
8 a.m. to 5 p.m.<p></p><p><b>
Days Worked</b></p>
Monday to Friday<p></p><p><b>
Weekend Frequency</b></p>
N/A<p></p><p><b>
CURRENT COREWELL HEALTH TEAM MEMBERS &ndash; Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.</b></p><p></p><p><i>
Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.</i></p><p></p><p><i>
Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.</i></p><p></p><p><i>
An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.</i></p><p></p><p><i>
You may request assistance in completing the application process by calling 616.486.7447.</i></p></div></div>

Contact Center Manager

Capgemini

<div><div><div><p>Atlanta, Chicago, Nashville, San Francisco, Seattle</p><div>
Capgemini Invent - AI-Enabled Contact Center Transformation Manager</div><p>
</p></div></div><p></p><div><div><div><div><div><div>
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose.</div><div><div><div><div>
About the Job You&rsquo;re Considering</div></div><div><p>
As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design &mdash; augmenting human judgment with analytics, automation, and generative AI. Our Enterprise Transformation team is looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done.</p><p>
Capgemini Invent&rsquo;s Contact Center Transformation team helps organizations turn contact center strategy into operational reality through data‑led, AI‑enabled transformation. The team analyzes customer interactions, operational metrics, and journey data to identify demand drivers, automation opportunities, and inefficiencies, translating insights into prioritized transformation roadmaps. A core focus is designing and deploying conversational AI and intelligent automation across voice and digital channels, grounded in real customer demand to improve containment, efficiency, and experience. By integrating strategy, service design, technology platforms, and agent experience, the team enables AI‑first service models that deliver measurable business outcomes.</p></div></div><div><div><div>
Your Role</div></div><div><p>
As a senior consultant you will lead technical workstreams that enable AI-driven contact center capabilities including conversational AI, agent assist, and intelligent service automation. In this role, you will leverage your expertise in conversational AI architectures, data enablement, and integration of AI technologies into contact center environments.</p><p>
Your responsibilities will include designing AI-enabled service capabilities, enabling knowledge and data foundations required for conversational AI, and supporting the deployment of intelligent service technologies across voice and digital channels. Your role will bridge strategy and delivery by translating AI opportunities into scalable technical solutions.</p><p>
You Will:</p><ul><li>
Lead delivery workstreams focused on conversational AI, intelligent automation, and AI‑enabled service capabilities within contact center environments.</li><li>
Design and support the implementation of conversational AI solutions, including intent detection, orchestration, knowledge integration, and backend system integrations.</li><li>
Define data, knowledge, and service context requirements to enable AI‑driven capabilities such as agent assist, real‑time guidance, and automation.</li><li>
Partner with engineering and architecture teams to design scalable AI‑enabled service solutions leveraging LLMs, knowledge orchestration, and automation frameworks.</li><li>
Lead client-facing technical discussions, pilots, and proof‑of‑concepts, and contribute to Capgemini Invent assets and frameworks for AI‑enabled contact center architecture.</li></ul></div></div><div><div><div>
Your Skills + Experience</div></div><div><p>
You bring strong AI literacy, including core AI and generative AI concepts, and understand how these capabilities apply to enterprise transformation. You are able to identify and support AI‑enabled opportunities that improve business outcomes and delivery effectiveness, and you have experience working in AI‑augmented ways of working to enhance research, analysis, and solution development. You collaborate effectively across strategy, technology, data, and design to enable AI‑driven solutions, with a solid understanding of responsible AI principles such as ethics, privacy, security, and governance. You demonstrate curiosity and a continuous learning mindset around emerging AI capabilities and their practical application in client environments.</p><p><b>
Required Experience</b></p><ul><li>
7&ndash;10 years of experience in consulting, technology delivery, AI solutions, or digital platform transformation roles.</li><li>
Hands‑on experience implementing conversational AI, chatbots, virtual assistants, or AI‑enabled service capabilities.</li><li>
Familiarity with leading conversational AI and contact center platforms such as Genesys, NICE, Amazon Connect, Salesforce, Kore.ai, or similar ecosystems.</li><li>
Strong understanding of AI and data capabilities supporting conversational experiences, including LLMs, retrieval‑augmented generation (RAG), knowledge orchestration, and conversational workflows.</li><li>
Proven ability to integrate AI solutions with enterprise systems (e.g., CRM, knowledge, case management) and translate business needs into scalable technology solutions.</li><li>
Advanced degree in technology, engineering, or analytics preferred.</li><li>
Ability to travel up to 50% or as needed.</li></ul></div></div></div><p>
The base compensation range for this role in the posted location is: $127,500.00 - $249,350.00</p><p>
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.</p><p>
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.</p><p>
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.</p><p>
It is not typical for candidates to be hired at or near the top of the posted compensation range.</p><p>
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.</p><p>
</p><p>Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
</p><ul><li>Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave</li></ul><ul><li>
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)</li><li>
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)</li><li>
Life and disability insurance</li><li>
Employee assistance programs</li><li>
Other benefits as provided by local policy and eligibility</li></ul><p>
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini&rsquo;s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.</p><p>
</p><p>Disclaimers</p><p>
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.</p><p>
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.</p><p>
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.</p><p></p><p><br>
</p><p>Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.</p><p>
</p></div></div><div><div><div><div><div>Ref. code</div><div>
441438-en_US</div></div><div><div>
Posted on</div><div>
18 Mar 2026</div></div><div><div>
Experience level</div><div>
Experienced Professionals</div></div><div><div>
Contract type</div><div>
Permanent</div></div><div><div>
Location</div><div>
Atlanta, Chicago, Nashville, San Francisco, Seattle</div></div><div><div>
Business unit</div><div>
INVENT</div></div><div><div>
Brand</div><div>
Capgemini Invent</div></div><div><div>
Professional communities</div><div>
Strategy &amp; Transformation</div></div></div></div></div></div></div></div></div><p></p>

Capgemini Invent - AI-Enabled Contact Center Transformation Manager

First Health Care of Puerto Rico

<div>Responsibilities:
<div><b>
FHCHS of PR, Inc</b><b><i>.</i></b> organization with extensive experience in managing mental health benefits and developing solutions that promote the emotional well-being of individuals, families, workplaces, and communities. Since our foundation in 1996, at FHC Mental Health, we have worked to facilitate access to excellent mental health services and support people at different stages of their lives. Our experience has allowed us to evolve, expand our services, and develop integrated solutions that promote prevention, guidance, recovery, and continuity of care.</div><div>
Website: https://fhcsaludmental.com/ .</div><div></div><p><br>
The Clinical Manager (CLM) of the Behavioral Health Contact Center is responsible for the depth of the clinical interventions with people that require telephone counseling. CLM is responsible for crisis and emergency management and recommends the alternate care levels leading to a rehabilitation plan. Establish direct communication with leaders and representatives of the Behavioral Health Contact Center, with persons within FHC, mental health clinics, and with the divisions of the integrated system to guarantee the continuity of care. Consults with psychiatrists the more complex cases. Offers support to Case Managers and to all the efforts related to complying with handling the phone calls.</p><div>
The Clinical Manager is responsible for telephonic counseling, managing referrals and providing support in the coordination and notification of appointments scheduled for our members, in accordance with the timeframes established in the organization's policies. This role also ensures accessibility and quality of care for our members.</div><ul><li>
The Clinical Manager (CLM) of the Behavioral Health Contact Center is responsible for the depth of the clinical interventions with people that require telephone counseling. CLM is responsible for crisis and emergency management and recommends the alternate care levels leading to a rehabilitation plan. Establish direct communication with leaders and representatives of the Behavioral Health Contact Center, with persons within FHC, mental health clinics, and with the divisions of the integrated system to guarantee the continuity of care. Consults with psychiatrists the more complex cases. Offers support to Case Managers and to all the efforts related to complying with handling the phone calls. The Clinical Manager is responsible for telephonic counseling, managing referrals and providing support in the coordination and notification of appointments scheduled for our members, in accordance with the timeframes established in the organization's policies. This role also ensures accessibility and quality of care for our members.</li><li>
Counsels and provide support in the training or retraining process to new staff, if required.</li><li>
Attends and participates in the assigned meetings.</li><li>
Gathers the data and information requested for the preparation of reports of services and tendencies.</li><li>
Fulfills satisfactorily the objectives and task delegated within the established time.</li><li>
Identifies and reports relevant matters to the Behavioral Health Contact Center Director or her assignee.</li><li>
Complies with the established attendance and punctuality policy.</li><li>
Applies in a consistent manner the policies and procedures that are pertinent to the Behavioral Health Contact Center at FHC.</li><li>
Maintains professional conduct, follows the code of conduct, and maintains a therapeutic relationship with the patients and their relatives, according to the policies established at the institution.</li><li>
Faithfully comply with all policies and procedures of the Company and all requirements of our customers.</li><li>
No provides business information or material to our competitors or any other client.</li><li>
Agree to comply faithfully with the following requirements, but not limited to: Code of Conduct, Ethics, Confidentiality, Conflict of Interest, etc.</li><li>
Receives and verifies the referral for the coordination of appointments and requests additional information, if necessary.
</li><li>Timely coordination of care for members and dependents is essential.</li><li>
Issue authorizations for services coordinated and inform members/dependents.</li><li>
Notify the relevant parties of any coordinated appointments that may be necessary.</li><li>
Provide backup to Utilization Review Department out of business hours including document in the appropriate platform services request, provide information of service request status, provide information of operational hours, orient about the appointment of representative process, close previously authorized services and send notifications to providers, among others.
</li><li>Participate in a new project as assigned by the supervisor or director.
</li></ul>Qualifications:
<ul><li>Master&rsquo;s in social work, Psychology, Psychological Counseling, Mental Health Counseling, or Psychiatric Nursing</li><li>
Valid and current active license for Social Work, Psychiatric Nursing, Psychological Counseling, Psychology, or Mental Health Counseling</li><li>
Professional associating membership (<i>colegiaci&oacute;n</i>): valid membership for Social Work and Psychiatric Nursing</li><li>
Two or more years of experience in the health field.</li><li>
Knowledge in Microsoft Office</li><li>
Preferred fully bilingual</li></ul><div><b>
Benefit &amp; Rewards Highlights</b></div><ul><li>
Competitive Compensation
</li><li>Excellent Medical, Dental, Vision and Prescription Drug Plans</li><li>
401(K) with company match
</li><li>Career development opportunities within UHS and its 300+ Subsidiaries!</li><li>
Tuition incentive</li><li>
Continuing education incentive</li><li>
Vacation and sick license, among others.</li></ul><div><b>
About Universal Health Services</b></div><div>
One of the nation&rsquo;s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. (UHS) has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed <i>Fortune</i> 500&reg; corporation, annual revenues during 2025 were $17.4 billion. In 2026, UHS was again recognized as one of <i>Fortune</i> World&rsquo;s Most Admired Companies&trade; and in 2025, was listed in Forbes ranking of America&rsquo;s Largest Public Companies.</div><div></div><div><br>
Headquarters in King of Prussia, PA, UHS has approximately 101,500 employees and continue to grow through its subsidiaries. Operating acute care hospitals, behavioral health facilities, outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 40 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom. For additional information visit www.uhs.com.</div><div></div><div><b><br>
EEO Statement</b></div><div>
All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws.</div><div></div><div><b><br>
Avoid and Report Recruitment Scams</b></div><div>
We are aware of a scam whereby imposters are posing as Recruiters from UHS, and our subsidiary hospitals and facilities. Beware of anyone requesting financial or personal information.</div><div>
At UHS and all our subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates by matching skill set and experience with the best possible career path at UHS and our subsidiaries. During the recruitment process, no recruiter or employee will request financial or personal information (e.g., Social Security Number, credit card or bank information, etc.) from you via email. Our recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail, etc.</div><div>
If you suspect a fraudulent job posting or job-related email mentioning UHS or its subsidiaries, we encourage you to report such concerns to appropriate law enforcement. We encourage you to refer to legitimate UHS and UHS subsidiary career websites to verify job opportunities and not rely on unsolicited calls from recruiters.</div></div>

CLINICAL MGR - CALL CENTER

NearU Services

Contact Center Workforce Manager
<br><b>Location:</b> Charlotte, NC
<br><b>Department:</b> National Booking Center
<br><b>Reports To:</b> Director of Operations / Call Center Operations
<br><br>
<b>Role Overview:</b><br>
The NearU National booking center is a centralized appointment setting contact center for NearU supported home services companies. The Contact Center Workforce Manager is responsible for ensuring the National Booking Center shifts are staffed correctly, at the right times, with the right people This role owns forecasting, scheduling, intraday management, and real-time adherence to optimize service levels, employee experience, and operational efficiency.
<br>This position plays a critical role in balancing customer demand, agent availability, and business objectives while supporting the continued growth and operational maturity of the National Booking Center.
<br><br>
<b>Key Responsibilities:</b><br>
Workforce Planning & Forecasting
<br><ul>
<li>Forecast call volume and staffing needs using historical data, trends, seasonality, and business inputs</li>
<li>Develop short-term and long-term staffing models to support service level and operational targets</li>
<li>Perform manual forecasting and scenario modeling when automated tools, clean data, or systems are unavailable</li>
</ul>
Scheduling & Capacity Management
<br><ul>
<li>Build and maintain agent schedules aligned to forecasted demand</li>
<li>Manage intraday schedules including breaks, lunches, meetings, training, and special assignments</li>
<li>Make real-time schedule adjustments to address volume fluctuations, absenteeism, or operational changes</li>
</ul>
Real-Time Management & Adherence
<br><ul>
<li>Monitor schedule adherence and conformance throughout the day</li>
<li>Identify adherence trends, risks, and gaps; surface insights to leadership</li>
<li>Partner with supervisors and managers to correct intraday performance issues quickly and effectively</li>
</ul>
Reporting & Analysis
<br><ul>
<li>Produce workforce reports related to adherence, utilization, shrinkage, and staffing effectiveness</li>
<li>Analyze workforce performance data and recommend improvements to forecasts, schedules, and processes</li>
<li>Translate data into clear, actionable insights—not just dashboards that look cool in meetings</li>
</ul>
Technology & Optimization
<br><ul>
<li>Utilize workforce management and contact center tools to support forecasting, scheduling, and intraday management</li>
<li>Support the implementation and optimization of new workforce management or forecasting software</li>
<li>Partner with Operations, IT, and vendors to improve forecasting accuracy and tool adoption</li>
</ul>
Cross-Functional Collaboration
<br><ul>
<li>Collaborate with Operations, Training, QA, and Leadership to align staffing with business priorities</li>
<li>Support special initiatives such as new program launches, seasonal demand shifts, and operational pilots</li>
</ul>
<b>Required Qualifications:</b><br>
<ul>
<li>2+ years of experience in workforce management or workforce coordination within a contact center environment</li>
<li>Demonstrated experience with manual forecasting techniques</li>
<li>Erlang calculations</li>
<li>Strong understanding of forecasting, scheduling, adherence, and intraday management</li>
<li>Advanced Excel and data analysis skills (pivot tables, formulas, trend analysis)</li>
<li>Ability to communicate workforce insights clearly to operational and executive leaders</li>
<li>Strong organizational skills and the ability to manage competing priorities in a fast-paced environment</li>
</ul>
Preferred Qualifications
<br><ul>
<li>ServiceTitan Contact Center Pro (CCP) or similar contact center platforms preferred</li>
<li>Experience implementing or supporting new workforce management or forecasting software</li>
<li>Exposure to multi-skill, multi-queue, or multi-brand contact center environments</li>
<li>Familiarity with service level, occupancy, shrinkage, and utilization metrics</li>
</ul>
What Success Looks Like
<br><ul>
<li>Forecasts leadership trusts</li>
<li>Schedules that match demand</li>
<li>Strong schedule adherence without micromanagement</li>
</ul>


Workforce Manager - National Booking Center

Northwest Bank

<div>NY0705 NY Region Business Office<p></p><p><b><br>
Job Description</b></p><p>
The Contact Center Supervisor is responsible for providing quality and efficient customer service to customers through the daily management of their team.</p><p></p><p>
The Supervisor oversees day-to-day operations of the Contact Center Customer Support and Loan Support teams through all delivery channels. The Supervisor will help train and motivate their team as they answer questions, handle complaints and provide support to internal and external customers. This position assists management with development, analysis, and implementation of training, and reward and recognition programs to help to assure that the level of customer service meets or exceeds customer expectations.</p><p></p><p><b>
Essential Functions</b></p><ul><li>Supervise department performance and ensure that the level of support meets or exceeds established service levels. Provide excellent customer service and demonstrate high level of listening skills</li><li>Provide real time management support within the Contact Center.</li><li>Provide daily direction and communication to Contact Center Specialists to ensure all client interactions are answered in a timely manner</li><li>Conduct weekly/ bi-weekly coaching sessions and monthly team meetings with team members designed to enhance their skills.</li><li>Complete quality reviews of written payoffs processed by the team.</li><li>Regularly reviews team members performance ensuring proper management of service levels and other performance standards are being met.</li><li>Contribute to the setting of goals and targets for the Contact Center.</li><li>Complete monthly call monitoring for all types of interactions to ensure consistency and compliance standards are met.</li><li>Provides support and collaboration with leadership team for innovations and continuously identify opportunities for operational, employee and customer improvement.</li><li>Provide real time management support within the Contact Center</li><li>Ensure all Contact Center Specialists have appropriate training and other resources to perform their jobs and complete trainings in a timely manner</li><li>Respond to and resolve employee matters expressed by team members</li><li>Provide on-the-floor support to Contact Center Specialists</li><li>Take escalated customer calls</li><li>Identify and resolve complex customer service issues impacting the Contact Center or clientscomplex customer service issues impacting the Contact Center or clients</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their Contact Center Specialists</li><li>Create and maintain a high-quality work environment</li><li>Address disciplinary and/or performance problems according to policy</li><li>Provide feedback to Contact Center Trainer Analyst(s) and Contact Center Quality Support Manager on developing any additional training/training plan that is needed for their teams are met</li><li>Ensure reduction of errors and minimize losses</li><li>Ensure compliance with Northwest&rsquo;s policies and procedures, and Federal/State regulations</li><li>Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency</li><li>Work as part of a team</li><li>Work with on-site equipment</li><li>Complete other duties and special projects as requested by management</li></ul><p></p><p><b>
QUALIFICATIONS</b></p><p>
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p><p></p><p><b>
Education</b></p><p>
Bachelor's Degree in Business, Finance or related subject or equivalent experience preferred</p><p></p><p><b>
Work Experience</b></p><p>
2 - 6 years Supervisory experience preferred or 3-5 years Customer service, contact center or relevant experience preferred</p><p>
1 year banking experience preferred or 1 year technical background preferred</p><p></p><p><b>
General Supervisory/Manager Knowledge, Skills, and Abilities</b></p><ul><li>Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches</li><li>Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest&rsquo;s strategic plans</li><li>Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion</li><li>Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning</li><li>Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience</li><li>Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information</li><li>Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required</li><li>Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters</li></ul><p></p><p><b>
Additional Knowledge, Skills and Abilities</b></p><p>
Leadership and coaching techniques to build high performing teams</p><p>
Knowledge of regulatory and compliance issues / standards</p><p>
Knowledge of all technology and support systems</p><p>
Knowledge of telephone operating system</p><p></p><p>
The pay range for this position is generally $63,300 - $75,000 per year. Actual pay is based on various factors including but not limited to the successful candidate&rsquo;s experience, skills, and knowledge. Benefits are also available.</p><p><br>
</p><p>Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.</p></div>

Contact Center Supervisor

Abacus Outsourcing

<p>Abacus is seeking a highly experienced <b>Senior Manager Operations</b> with strong <b>fintech and financial services contact center experience</b> to lead large-scale, high-volume operations. This role is critical to ensuring secure, compliant, and high-quality service delivery across customer-facing fintech support environments.</p><p><b>Key Responsibilities</b></p><ul><li>Lead end-to-end contact center operations supporting <b>fintech, digital banking, payments, or financial services customers</b> across voice and digital channels.</li><li>Ensure consistent achievement of <b>SLAs, KPIs, CSAT, quality, and regulatory compliance standards</b> (KYC, AML, data security).</li><li>Manage Operations Managers, Team Leads, and cross-functional support teams (QA, WFM, Training).</li><li>Drive <b>workforce planning, productivity optimization, and performance management</b> in high-volume environments.</li><li>Act as a senior escalation point for <b>clients, regulators (where applicable), and internal stakeholders</b>.</li><li>Lead <b>continuous improvement and automation initiatives</b> to enhance efficiency, risk control, and customer experience.</li><li>Ensure strict adherence to <b>data privacy, fraud prevention, and information security policies</b>.</li></ul><p><b>Requirements</b></p><ul><li>Bachelor&rsquo;s degree (Master&rsquo;s preferred).</li><li><b>7&ndash;10+ years of experience</b> in <b>fintech, digital banking, financial services BPO, or regulated contact center operations</b>.</li><li>Strong exposure to <b>SLA-driven, compliance-heavy customer support environments</b>.</li><li>Proven leadership experience managing <b>large, multi-layered operational teams</b>.</li><li>Solid understanding of <b>financial products, customer verification processes, dispute handling, and transaction support</b>.</li><li>Excellent communication, analytical, and stakeholder management skills.</li></ul><p><b>Benefits</b></p><ul><li>2 Days Off per Week</li><li>EOBI</li><li>Medical &amp; Life Insurance (IPD + OPD)</li><li>Annual, Casual &amp; Sick Leaves</li><li>Performance-Based Annual Increment</li><li>Ramadan Bonus</li><li>Fuel Allowance</li><li>Provident Fund</li></ul><p>Job Type: Full-time</p><p>Pay: Rs250,000.00 - Rs300,000.00 per month</p><p>Work Location: In person</p>

Senior Manager Operations – Call Center (Fintech/BPO)

Fairwinds Credit Union

<p></p><div><p><b>Financial Freedom Happens Here &ndash; and it starts with YOU.
</b></p><p>At <i>FAIRWINDS</i> Credit Union, we&rsquo;re more than a workplace; we&rsquo;re a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom - for our members and for you. We&rsquo;re seeking a <b>Contact Center Manager</b> to lead our team, ensuring top-tier service for every interaction. This is your opportunity to make a meaningful impact in a collaborative, high-performing environment where your leadership will shape our customer experience.</p>
<p><b>
Your Role in Our Mission:</b></p>
<ul>
<li><p>Lead and develop a team of Contact Center Leads and Representatives through coaching, and performance management.</p>
</li>
<li><p>Monitor day-to-day contact center operations, including scheduling, call flow, and service delivery.</p>
</li>
<li><p>Meet and exceed key performance metrics like customer satisfaction, call handling time, and issue resolution rates.</p>
</li>
<li><p>Handle escalated member concerns with professionalism and empathy, ensuring solutions align with policy and service standards.</p>
</li>
<li><p>Analyze call trends and performance reports to drive data-informed improvements.</p>
</li>
<li><p>Collaborate with leadership on strategic planning, process enhancements, and cross-departmental initiatives.</p>
</li>
<li><p>Foster a positive, growth-focused team culture that values collaboration and continuous improvement.</p>
</li>
<li><p>Manage operational budgets and ensure resources are used effectively.</p>
</li>
<li><p>Stay up to date on industry trends and new technologies to improve service delivery and team efficiency.</p>
</li>
</ul><p><b>What Makes You a Great Fit:</b></p>
<ul>
<li><p>At least 2 years of leadership experience in a contact center environment.</p>
</li>
<li><p>Proven success managing teams in the financial services industry, preferred.</p>
</li>
<li><p>Strong interpersonal and communication skills with a focus on people development.</p>
</li>
<li><p>Proficiency in contact center technologies, workforce tools, and CRM platforms.</p>
</li>
<li><p>Data-savvy with the ability to interpret metrics and turn insights into action.</p>
</li>
<li><p>A service-first mindset with a commitment to delivering exceptional experiences.</p>
</li>
</ul><p><b>A Culture of Care and Reward:</b><br>
You give your best, and we give back with a comprehensive and meaningful rewards package:</p>
<ul>
<li>Enjoy 11 paid holidays and generous paid time off to recharge and reset</li>
<li>Build your future with a 6% 401(k) match</li>
<li>Eligible for a $700 annual contribution to your Health Savings Account</li>
<li>Access our comprehensive maternity leave program to support growing families</li>
<li>Stay covered with medical, dental, vision, disability, and life insurance</li>
<li>Grow your career through leadership development, tuition assistance, and advancement opportunities</li>
<li>Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey&rsquo;s SmartDollar program</li>
<li>Thrive in a purpose-driven, people-first culture where your impact matters</li>
</ul>
<p>This is more than your next job. It&rsquo;s your next step in changing lives; starting with your own.</p>
<p><b>
About</b><b> </b><b><i>FAIRWINDS</i></b><b> </b><b>Credit Union</b><br>
At <i>FAIRWINDS</i> Credit Union, Financial Freedom Happens Here. Headquartered in Orlando, we&rsquo;ve proudly served members for more than 70 years. Our mission - Changing members&rsquo; lives on the journey to Financial Freedom - guides every decision we make, and our vision is simple: Members financially free. Through The <i>FAIRWINDS</i> Way, we foster a culture built on integrity, accountability, and teamwork. We are also proud to be nationally endorsed by The Dave Ramsey Show as a trusted provider committed to financial wellness! We&rsquo;re honored to be recognized as one of the Forbes 2024 Best-in-State Credit Unions and Orlando Business Journal&rsquo;s Best Places to Work. Join a top workplace where your purpose matters, and your growth is supported every step of the way.</p></div><p></p>

Call Center Manager

Search 10000+ Contact center manager jobs near you this March. New roles added regularly across leading industries. Apply today.