contact center manager

Syneos Health Commercial Solutions

<div><p><b>Description</b>
</p><p><b>Job Summary:</b></p><p>
The Engagement Center Manager is responsible for supervising the day-to-day operations of Engagement Contact Center programs and assisting in growth and development of the department.</p><p><b>
Key Job Responsibilities:</b></p><p>
(Duties may include, but not limited to all or some of the following)</p><ul><li>
Interview, select, train and support/coach full-time and temporary Engagement Center representatives.</li><li>
Monitor telephone representatives regularly to ensure that calls are being handled properly and scripts are being followed (including call activity and volume reporting).</li><li>
Track attendance and provide feedback, support and discipline to Engagement Center representatives.</li><li>
Manage training programs (internal and external) and monitor Engagement Center representatives.</li></ul><p>
participation and adherence.</p><ul><li>
Assist in establishing KPI&rsquo;s and manage staff to them.</li><li>
Manage project operations within the call center to meet client expectations.</li><li>
Act as department contact for all client issue escalations.</li><li>
Ensure SOP&rsquo;s are adhered to and works with QA to review and create new SOP&rsquo;s as necessary.</li><li>
Create inbound and outbound scripts to be utilized by Support Solution Specialists</li><li>
Participate in application testing and work closely with the IT department to diagnose and address system deficiencies and issues as they affect the productivity of the call center.</li><li>
Responsible for merging and sending program related faxes as needed and monitoring/reporting their success and return rate.</li><li>
Create and provide reporting to include but not limited to call volume, call success rate, hours used per program, and expected completion dates, trending, feedback, and agent adherence.</li><li>
Create all applicable work instructions for new projects and update existing work instructions as needed when changes occur during a project life cycle.</li><li>
Be able to problem solve and participate in the process of creating solutions.</li><li>
Proactive communication to Client Services team to ensure client goals and deadlines are met, providing recommendations to enhance program success when necessary and execute in a timely manner.</li><li>
Perform other duties as assigned.</li><li>
Supervises call volume activities and production to ensure maximum efficiency.</li><li>
Provides guidance and direction to staff, covering all aspects of customer service standards/procedures, ensures adherence to policies and procedures and initiates programs to enhance productivity and customer care.</li><li>
Maintains contact with client and other departments as a customer service liaison and troubleshooter to resolve complex customer service problems</li></ul><p><b>
Education and Experience</b></p><p><i>
 </i><b><i>Required</i></b></p><ul><li>
Bachelor&rsquo;s Degree preferred</li><li>
Minimum 3 year&rsquo;s supervisory experience in a call center environment.<i>
</i></li></ul><p><b><i>Preferred
</i></b></p><ul><li>Experience developing user level software requirements.</li><li>
Experience inbound and outbound call center programs.</li></ul><p><b>
Job Qualifications:</b></p><p><b><i>
Required</i></b><b>
</b></p><ul><li>Knowledge of call center operations and processes.</li><li>
Skill in telephone and/or customer service experience and etiquette.</li><li>
Skill in using computer systems and call center software.</li><li>
Ability to effectively coach and motivate a team to meet expectations.</li><li>
Ability to work with a team and maintain a positive attitude.</li><li>
Ability to communicate clearly and effectively-written and verbal</li><li>
Ability to be flexible and willing to work on a variety of different projects and tasks as needed.</li><li>
Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.</li><li>
Analyze information and target trends</li><li>
Continually seek ways to provide better customer service</li><li>
Effective at group involvement identifying problems and solutions</li><li>
Organize people and systems to achieve goals</li><li>
Strong analytical skills</li><li>
Proficiency in MS Word, Power-point, &amp; Excel with an emphasis on creation, design &amp; maintenance of spreadsheets</li></ul><p>
At Syneos Health, we are dedicated to building a diverse, inclusive and authentic workplace. If your past experience doesn&rsquo;t align perfectly, we encourage you to apply anyway. At times, we will consider transferable skills from previous roles. We also encourage you to join our Talent Network to stay connected to additional career opportunities.</p><p><b>
Why Syneos Health?</b> Here, the work is challenging, and the pace is exhilarating. By joining one of our commercial teams, you&rsquo;re empowered to succeed with the support, resources, and autonomy that you need. The diversification and breadth of our new and existing partnerships create a multitude of career paths and employment opportunities. Syneos Health has launched more sales teams in the last 5 years across all major therapeutic areas than the top 25 pharma companies combined. Join our game-changing, global company dedicated to creating better, smarter, faster ways to get biopharmaceutical therapies to patients. Experience the thrill of knowing that your everyday efforts are contributing to improving patients&rsquo; lives around the world.</p><p>
Work Here Matters Everywhere | How are you inspired to change lives?</p><p><i>
Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)</i></p><p>
Syneos Health has a voluntary COVID-19 vaccination policy. We strongly encourage all employees to be fully vaccinated. Additionally, certain local governments or Syneos Health customers may have vaccine requirements that apply to some of our employees. These employees are required to submit proof of vaccination to Syneos Health and maintain compliance with these requirements.
<br>
At Syneos Health, we believe in providing an environment and culture in which Our People can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality-of-life balance. The benefits for this position will include a competitive compensation package, Health benefits to include Medical, Dental and Vision, Company match 401k, flexible paid time off (PTO) and sick time. Because certain states and municipalities have regulated paid sick time requirements, eligibility for paid sick time may vary depending on where you work. Syneos Health complies with all applicable federal, state, and municipal paid sick time requirements.</p><p><br>
400002491</p></div>

Pharmaceutical Call Center Manager - Hyrbrid

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

TOD MENA

<div>
 <p>
  <strong>
   Position Summary:
  </strong>
 </p>
 <p>
  The Customer Care Manager is responsible for leading TOD&rsquo;s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.
 </p>
 <p>
  This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities and Accountabilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
  </li>
  <li>
   Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
  </li>
  <li>
   Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
  </li>
  <li>
   Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
  </li>
  <li>
   Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
  </li>
  <li>
   Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
  </li>
  <li>
   Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
  </li>
  <li>
   Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
  </li>
  <li>
   Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
  </li>
  <li>
   Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
  </li>
  <li>
   Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
  </li>
  <li>
   Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in business administration, Management, Marketing, Communications, or a related field, master&rsquo;s degree is an advantage.
  </li>
  <li>
   Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Care Manager

DataPath, Inc.

<p><b>Role Summary</b></p><p>The BPO Operations Manager provides leadership and oversight for both the Contact Center and Client Operations teams. This role manages the Contact Center Supervisor and Client Operations Supervisor, ensuring alignment across service delivery, operational performance, compliance, and continuous improvement initiatives.</p><p><b>Key Responsibilities</b></p><ul><li>Lead, coach, and support supervisors responsible for contact center and client operations.</li><li>Own overall operational performance including SLAs, quality, productivity, backlog management, participant and employer experience.</li><li>Establish and monitor KPIs, dashboards, and reporting to drive accountability and decision-making.</li><li>Partner with Product, Technology, Compliance, and Client teams to improve workflows, tools, and automation.</li><li>Ensure consistent application of policies, SOPs, training standards, and compliance requirements across teams.</li><li>Support workforce planning, hiring, onboarding, and capacity management in collaboration with HR.</li><li>Identify process improvement opportunities and lead operational initiatives to improve efficiency, accuracy, and scalability.</li></ul><p><b>Required Qualifications</b></p><ul><li>Bachelor&rsquo;s degree in business, healthcare administration, operations management, or a related field.</li><li>5+ years of operations leadership experience in a contact center, back office, or regulated services environment.</li><li>Proven experience managing supervisors or managers.</li><li>Strong analytical, organizational, and leadership skills.</li><li>Experience working with performance metrics, SLAs, and continuous improvement frameworks.</li><li>Must be able to pass a background check.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>Experience in benefits administration, healthcare services, financial services, or other regulated environments.</li><li>Working knowledge of HIPAA, IRS regulations, and benefit account administration.</li></ul><p>Pay: $75,000.00 - $95,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible spending account</li><li>Health insurance</li><li>Health savings account</li><li>Life insurance</li><li>Paid time off</li><li>Retirement plan</li><li>Vision insurance</li></ul><p>Education:</p><ul><li>Bachelor's (Preferred)</li></ul><p>Experience:</p><ul><li>Call center management: 5 years (Preferred)</li></ul><p>Work Location: Remote</p>

Operations Manager (Contact Center & Client Operations)

TopDog Law

<div><h2 class="jobSectionHeader"><b>The Opportunity: Join TopDog Law and Build Something Meaningful</b></h2><p>
This role is an opportunity to:</p><ul><li>
Join a rapidly growing national firm at a formative stage</li><li>
Make a visible, measurable impact on a rapidly growing business</li><li>
Grow your skills, responsibility, and influence as the firm scales</li><li>
Work alongside high-caliber, mission-driven teammates who care deeply about doing great work</li></ul><p>
We are looking for people who don&rsquo;t just want a job, they want purpose and impact.</p><h2 class="jobSectionHeader"><b><br>
What You&rsquo;ll Do</b></h2><p><b>
Platform Ownership &amp; Administration</b></p><p>
Serve as primary administrator for Genesys Cloud CX</p><ul><li>
Design, configure, and maintain:</li><li><div><ul><li>
Architect flows (IVR, routing logic, call flows)</li><li>
Skills-based routing and queue strategy</li><li>
DID strategy and call routing design</li><li>
Outbound campaigns and dialer configuration</li><li>
Messaging (SMS, web chat, email, social)</li><li>
Manage user provisioning, roles, permissions, and security settings.</li><li><div><ul><li>
Maintain system documentation and change logs.</li></ul></div></li></ul></div></li></ul><p><b>
Contact Strategy &amp; Routing Optimization</b></p><p>
Partner closely with Operations, Workforce Management, and Leadership to optimize contact center performance.</p><ul><li>
Designing routing strategies that support business priorities</li><li><div><ul><li>
Conversion Rates</li><li>
Service levels</li><li>
Occupancy</li><li>
Queue performance</li><li>
Abandonment rates</li></ul></div></li><li>
Design routing logic aligned with business priorities (e.g., catastrophic cases, language-based routing, escalation logic).</li><li>
Implement test-and-learn frameworks for IVR and routing improvements.</li></ul><p><b>
Integrations &amp; Systems Architecture</b></p><p>
Own and maintain integrations between Genesys Cloud CX and enterprise platforms, including:</p><ul><li>
Salesforce (Service Cloud and CRM integrations)</li><li>
Marketing platforms</li><li>
Case management systems (e.g., Filevine)</li><li>
SMS providers and other third-party vendors</li></ul><p><b>
Responsibilities include:</b></p><ul><li>
Supporting API-based integrations and webhook configurations</li><li>
Partnering with internal IT teams and implementation vendors on system enhancements</li><li>
Ensuring reliability and scalability of the platform architecture</li></ul><p><b>
AI &amp; Automation</b></p><ul><li>
Configure and manage:</li><li><div><ul><li>
Agent Assist tools</li><li>
AI routing</li><li>
Speech and text analytics</li><li>
Journey orchestration</li></ul></div></li><li>
Identify automation opportunities to reduce handle time and improve CX.</li></ul><p><b>
Compliance &amp; Risk Management</b></p><ul><li>
Ensure TCPA, HIPAA/PII, and industry compliance within routing and recording configurations.</li><li>
Maintain call recording policies and retention settings.</li><li>
Support audit and legal review requests.</li></ul><p><b>
Reporting &amp; Analytics</b></p><ul><li>
Build and maintain Genesys dashboards</li><li>
Support executive reporting needs.</li><li>
Partner with Data Engineering to ensure seamless integration between Genesys and our internal data warehouse.</li><li>
Partner with BI teams for data extraction and warehouse feeds.</li><li>
Identifying opportunities to improve systems, processes, or outcomes&mdash;not just following existing playbooks</li></ul><p>
At TopDog Law, everyone is expected to think critically, communicate clearly, and take ownership of their work.</p><h2 class="jobSectionHeader"><b>
How This Role Drives the Business</b></h2><p>
We are seeking a highly skilled and strategic lead, Contact Strategy Platforms to implement, administer, and continuously optimize our Genesys Cloud CX platform and our Salesforce omnichannel messaging environment (Twilio).</p><p></p><p><br>
This role is responsible for the architecture, configuration, performance, and ongoing improvement of our contact center technology ecosystem, including voice, digital channels, AI capabilities, and integrations with Salesforce and other enterprise systems.</p><p></p><p><br>
The lead will serve as the technical owner of our contact strategy platforms (CCaaS and UCaaS) and act as a strategic advisor to Operations, Workforce Management, Quality, Marketing, and Executive Leadership.</p><p></p><p><br>
This is a mission-critical role supporting a rapidly scaling, multi-site, omnichannel contact center environment.</p><p></p><p><br>
This role is critical to our success because it:</p><ul><li>
Directly impacts [clients / revenue / case outcomes / team efficiency]</li><li>
Supports speed, quality, and consistency as we scale</li><li>
Helps protect and elevate the TopDog Law brand and client experience</li><li>
Strengthens the foundation needed to grow responsibly and sustainably</li></ul><h2 class="jobSectionHeader"><b>
What Success Looks Like</b></h2><p>
Within your first 6&ndash;12 months, success in this role looks like:</p><ul><li>
You consistently deliver on commitments with minimal oversight</li><li>
You proactively identify issues and propose solutions</li><li>
Your work raises the bar for quality, clarity, and follow-through</li><li>
You are viewed as a reliable, trusted partner by teammates and leaders</li><li>
You contribute positively to team energy, morale, and momentum</li></ul><h2 class="jobSectionHeader"><b>
Qualifications</b></h2><p><b>
Required:</b></p><ul><li>
5+ years of hands-on administration and architecture experience with Genesys Cloud CX in a production contact center environment.</li><li>
Deep expertise designing and maintaining Architect flows, including IVR logic, advanced routing strategies, error handling, data actions, and flow optimization.</li><li>
Proven experience building and managing complex routing strategies, including skills-based routing, priority routing, overflow strategies, and multi-queue environments.</li><li>
Experience configuring and managing outbound dialing campaigns, including campaign management, contact list strategy, pacing modes, compliance settings, and performance optimization.</li><li>
Strong experience integrating Genesys Cloud CX with Salesforce or other CRM platforms, including screen pops, data actions, API integrations, and workflow automation.</li><li>
Experience administering omnichannel contact center environments, including voice, SMS, chat, and email routing.</li><li>
Strong working knowledge of contact center operations and performance metrics, including Service Level, Occupancy, AHT, Abandonment Rate, and Workforce Management principles.</li><li>
Working knowledge of API integrations, webhooks, and third-party platform integrations.</li><li>
Demonstrated ability to partner with operations, workforce management, and executive leadership to translate business requirements into technical contact routing strategies.</li></ul><h3 class="jobSectionHeader"><b>
Nice to Have:</b></h3><ul><li>
Genesys Cloud CX Certification (Professional or Architect level preferred)</li><li>
Experience implementing AI-driven contact center capabilities, such as Agent Assist, AI routing, speech analytics, or journey orchestration</li><li>
Experience working in regulated environments (legal, healthcare, finance)</li><li>
Experience with Salesforce Service Cloud integrations</li><li>
Experience with data warehouse integrations and BI reporting environments</li><li>
Strong communication skills&mdash;written and verbal</li><li>
Ability to think critically, prioritize effectively, and execute with speed</li></ul><ul><li>
Experience in a fast-growing or high-volume environment</li><li>
Comfort with ambiguity and evolving systems</li><li>
Experience in legal, professional services, or client-centric organizations</li></ul><h2 class="jobSectionHeader"><b>
About TopDog Law</b></h2><p>
TopDog Law is a nationally scaling, fully-integrated, personal injury law firm built for impact, excellence, and growth. We own the client experience end-to-end, from marketing and intake through litigation, because we believe how we do the work matters just as much as what we achieve.</p><p>
We are building a high-performance, high-trust, no-ego culture where talented people do meaningful work, grow quickly, and take pride in what they build together. This is not a legacy law firm. This is a rocket ship, and we&rsquo;re assembling the team that will take it to the next level.</p><p>
If you thrive in fast-moving environments, love taking ownership and being held accountable, and want to be part of something you can help shape, not just maintain, you&rsquo;ll feel right at home here.</p><p></p><p><b><br>
Our Story</b></p><p>
TopDog Law is not your typical law firm. We believe that world-class marketing, paired with exceptional legal talent and operations, creates better experiences and outcomes for clients and the business alike.</p><p>
Over the past three years, we&rsquo;ve grown 2&ndash;3x year over year, setting a new standard on the marketing side of the personal injury space and proving what&rsquo;s possible when strategy, speed, and execution align. Now, we&rsquo;re applying that same discipline and innovation to law firm operations, case management, and execution as we scale nationally and fully integrate.</p><p>
We are intentionally building the infrastructure, systems, and teams needed to scale at a national level&mdash;without sacrificing quality, culture, or accountability. This is still the early stage of that journey, which means the people who join now have a real opportunity to help shape how the firm operates for years to come.</p><h2 class="jobSectionHeader"><b>
Who Thrives Here</b></h2><p>
We don&rsquo;t hire based on resumes alone. We hire for competence, character, and mindset.</p><p>
You will thrive at TopDog Law if you:</p><h3 class="jobSectionHeader"><b>
Embrace Change</b></h3><ul><li>
You have a growth mindset and seek continuous improvement</li><li>
You welcome feedback and adapt quickly</li><li>
You ask &ldquo;What&rsquo;s next?&rdquo; rather than &ldquo;That&rsquo;s not my job&rdquo;</li></ul><h3 class="jobSectionHeader"><b>
Are Committed to the Organization</b></h3><ul><li>
You care deeply about doing great work</li><li>
You have your teammates&rsquo; backs</li><li>
You&rsquo;re here to build something meaningful and long-lasting</li></ul><h3 class="jobSectionHeader"><b>
Bring an Upbeat, No-Ego Energy</b></h3><ul><li>
You show up positive, professional, and solutions-oriented</li><li>
You enjoy the work and respect the people around you</li><li>
You leave drama, negativity, and ego at the door</li></ul><h3 class="jobSectionHeader"><b>
Take Ownership</b></h3><ul><li>
You do what you say you&rsquo;ll do</li><li>
You follow through and communicate early when something&rsquo;s off track</li><li>
You treat the business like it&rsquo;s yours</li></ul><h2 class="jobSectionHeader"><b>
Fast &amp; Hungry</b></h2><ul><li>
You move with urgency and sound judgment</li><li>
You prioritize progress over perfection</li><li>
You thrive in fast-paced, high-expectation environments</li><li>
You seek feedback, stretch assignments, and more responsibility</li><li>
You&rsquo;re motivated by growth, impact, and building something bigger than yourself</li></ul><h2 class="jobSectionHeader"><b>
Why TopDog Law</b></h2><ul><li>
Real growth: As the firm grows, so do opportunities for advancement and leadership</li><li>
High standards, real support: Clear expectations, coaching, and accountability</li><li>
Culture that matters: Trust, respect, speed, and integrity, without sacrificing humanity</li><li>
Meaningful work: Helping people through some of the hardest moments of their lives</li></ul><h2 class="jobSectionHeader"><b>
Ready to Build With Us?</b></h2><p>
If you&rsquo;re excited by ownership, accountability, growth, and the chance to help build something exceptional from the ground up - we&rsquo;d love to hear from you.</p><p>
Apply today and help shape the future of TopDog Law.</p><b><br>
The pay range for this role is:</b><br>
90,000 - 110,000 USD per year(Remote (United States))</div>

Contact Center Platform Lead

Orlando Injury Clinic

<p><i><b>CALL CENTER MANAGER:</b></i></p><p>Healthcare/DME/E-commerce] company delivering high-quality service to our clients. We utilize a remote workforce to handle inbound/outbound calls, lead qualification, and customer support. We are looking for a dedicated Remote Call Center Manager to own the performance, quality, and training of our remote assistant team.</p><p><b>Position Summary:</b><br/>As the Remote Call Center Manager, you will be responsible for overseeing the daily operations of our remote staff, ensuring they meet performance standards, optimizing productivity, and driving key metrics. You will actively monitor call recordings, score agents on quality, provide direct coaching, and manage compliance. This is not a &quot;hands-off&quot; role; we need a leader who gets &quot;in the trenches&quot; to ensure excellence.</p><p><b>Key Responsibilities:</b></p><ul><li><b>Call Quality Assurance:</b> Listen to recorded calls regularly, scoring them on script adherence, professionalism, note-taking accuracy, and compliance.</li><li><b>Agent Coaching &amp; Training:</b> Conduct regular 1-on-1 coaching sessions, role-playing, and provide actionable feedback based on QA reviews.</li><li><b>Performance Metrics Tracking:</b> Monitor daily/weekly KPIs, including calls made, contact rates, average handle time (AHT), and conversion rates using tools like GoHighLevel, Monday.com, or HubSpot.</li><li><b>Remote Team Management:</b> Onboard new assistants, create schedules, ensure attendance, and maintain a productive, engaging, and professional remote team culture.</li><li><b>Performance Management:</b> Implement performance improvement plans (PIPs), handle disciplinary actions, and make hiring/firing recommendations.</li><li><b>Reporting:</b> Prepare daily/weekly reports for leadership regarding team productivity and quality scores.</li><li>Oversee Team Members&rsquo; performance metrics with Departmental Directors to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed in an efficient manner.</li></ul><p><i><b>REQUIREMENTS AND TECHNICAL COMPETENCIES:</b></i></p><ul><li>Minimum 3 years experience in Call Center Operations Management role</li><li>Bachelor&rsquo;s Degree or higher preferred and/or relevant work experience equivalency</li><li>High School diploma required, college experience preferred.</li><li>In-depth and hands-on experience developing and managing customer-facing call center operations</li><li>Proven ability to drive both employee performance and retention</li><li>Proven ability to gather and analyze qualitative and quantitative feedback and KPI data to assess program success</li><li>Develop Team Members relations, negotiate, and hold Team Members accountable to KPI&rsquo;s to improve customer and client experience</li><li>Project management &ndash; Ability to manage teams to achieve organizational objectives</li><li>Influencing and negotiation skills &ndash; Collaborate with cross-functional teams to influence program development, design, and execution based on program metrics and analysis</li><li>Ability to analyze processes and develop valid solutions to resolve issues at hand</li><li>Ability to address concerns in a consistent and fair manner across multiple programs</li><li>Ability to maintain the highest level of confidentiality</li><li>Excellent judgment, reasoning, and problem-solving skills</li><li>Strong PC skills including MS Office (Word, Excel, Outlook) and web-based and Windows-based software and databases.</li><li>Ability to influence outcomes and juggle multiple priorities in a fast-paced environment</li><li>Experience in team management and talent development</li><li>Excellent judgment and conflict resolution skills</li><li>Ability to make independent decisions in a changing environment and anticipate future needs</li><li>Energetic, flexible, collaborative, and proactive</li><li>Exceptional written, oral, and interpersonal skills</li><li>Communicate client and company goals and metrics with Team Members to deliver a high level of customer service.</li><li>Assist and participate in regular performance reviews and one‐on‐one meetings with Team Members to evaluate performance against KPI&rsquo;s.</li><li>Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.</li><li>Review operational reports daily.</li><li>Develop and implement action plans to address deficiencies.</li><li>Provide regular feedback to Departmental Directors, Departmental Vice Presidents, and other members of the executive team regarding current operational performance.</li><li>Ensure that all activities and initiatives meant to drive operational effectiveness are administered in a cost‐effective manner.</li><li>Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.</li><li>Maintain professional and technical knowledge by tracking emerging trends in call center operations management; reviewing professional publications; establishing personal networks and benchmarking state‐of‐the‐art practices.</li><li>Ensure staff provides superior customer service to both internal and external customers.</li><li>Responsible for the resolution of complex customer issues; resolves all escalations in a timely manner; uses independent judgment to determine appropriate ways to recover service failures.</li><li>Answer and route calls, take messages, provide information, and direct calls to appropriate staff as necessary.</li><li>Responsible for managing call volumes and ensuring that the queues are appropriately staffed and that call routes are maximized for efficiency.</li><li>Assist in managing hours and scheduling for the Call Center team to ensure all shifts are covered; Call Center has a 8:00 a.m. to 10:30 p.m. Monday through Friday schedule.</li><li>Understand strategic goals. Ensure that the team meets those sales, support, and cross-selling goals by developing programs for the Call Center team, monitoring results, making recommendations to management, and taking action as necessary.</li><li>Monitor key performance indicators for each colleague and implement tangible plans to improve results.</li><li>Assist in developing and maintaining departmental procedures as necessary to enhance staff training.</li><li>With assistance from management, evaluate staff performance; provide coaching and oversees training and education of the staff; directly responsible for the development of staff, ensuring skill-sets evolve to accommodate the advancing needs and the demands of the business.</li><li>Work closely with the management to ensure and evaluate and serve customers&rsquo; total needs (existing and potential customers).</li><li>Train, coach, and hold staff accountable for all facets of product and service knowledge and delivery.</li><li>exceeding cross-sale and referral expectations.</li><li>Build and foster a healthy working environment based on teamwork.</li><li>Provide consistent, weekly coaching to the team.</li><li>Leverage telephone system and skill tracking documents to provide feedback to foster continuous improvement and enhance customer satisfaction.</li><li>Perform other duties as required.</li></ul><p><b>Required Qualifications:</b></p><ul><li><b>Experience:</b> Minimum 2-3+ years of experience managing an outbound/inbound call center, sales floor, or BPO environment as a supervisor or manager.</li><li><b>Remote Management:</b> Proven experience managing virtual/remote teams successfully.</li><li><b>QA Technical Proficiency:</b> Must have experience personally listening to recorded calls, scoring agents, and delivering written feedback.</li><li><b>CRM Proficiency:</b> Experience with CRM/Dialer platforms (e.g., GoHighLevel, Salesforce, Talkdesk, Zendesk).</li><li><b>Communication:</b> Exceptional verbal and written English communication skills.</li><li><b>Skills:</b> Strong data analysis, leadership, and conflict resolution skills.</li></ul><p>Job Type: Full-time</p><p>Pay: Rs100,000.00 - Rs150,000.00 per month</p><p>Application Question(s):</p><ul><li>Have you worked in a call center for English Speaking Countries in Europe, or in the United States? If so which countries?</li><li>How many years experience do you have as a Call Center Manger? </li><li>Are you able to work remotely without direct oversight? </li><li>How many staff members in the call center were you overseeing?</li><li>Have you worked in a call center handling Medical/Health care calls?</li></ul><p>Education:</p><ul><li>Bachelor's (Preferred)</li></ul><p>Experience:</p><ul><li>Call Center Manager: 5 years (Preferred)</li></ul><p>Language:</p><ul><li>ENGLISH FLUENTLY (Required)</li><li>SPANISH (Preferred)</li></ul><p>Work Location: In person</p>

CALL CENTER MANAGER / REMOTE

Qualfon

<div>Overview:
<div><b>
Mission:</b> As a Contact Center Supervisor at Qualfon, you will lead a team of dedicated contact center associates, ensuring the best performance, employee engagement and development, and client satisfaction. This role spans three critical dimensions: Mentor, Manager, and Messenger upholding the STRIDES values of Service, Teamwork, Results, Integrity, Dignity, Encouragement, and Spirituality, and demonstrating by example the four agreements at Qualfon to Keep-Commitments, Add-Value, Move-Fast, and Spend-Wisely.</div><div></div><div><i><br>
EQUAL OPPORTUNITY STATEMENT QUALFON is an equal opportunity employer. QUALFON provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex (including pregnancy, childbirth and related medical conditions), sexual orientation, gender identity, national origin, age, disability, genetic information (including testing and characteristics), marital status, ancestry, status as a covered veteran, uniformed servicemember status and any other characteristic protected under applicable federal, state or local law.</i></div><div></div><div><b><br>
If you would like to fill out a Voluntary Self-Identification of Disability Form, please visit us at Qualfon.com/join-us - </b>https://qualfon.com/join-us/</div>
Responsibilities:
<div><b>
Dimensions of Leadership:</b></div><div></div><div><b><br>
1. Mentor: </b>Help others succeed in their personal and company goals. Know and understand each team member and ensure that all persons are supported to reach their full potential. Works on improving his/her own knowledge, skills, and abilities.</div><div></div><div><b><br>
o Coaching and Development:</b></div><ul><li>
Provide ongoing coaching and guidance to contact center agents for excellence.</li><li>
Comply with Coaching, Quality Performance Metrics (QPM), and Performance Improvement Plan (PIP) policies and procedures.</li><li>
Assist team members in discovering their total vocation and support their growth.</li><li>
Create a positive learning environment, providing regular feedback and facilitating ongoing skill development.</li></ul><div>
Qualfon Mission Leaders, as Mentors, prioritize integrity. They nurture individual growth, treat others with respect, and uphold ethical standards while also complying with the laws of each country, state, or region where Qualfon operates.</div><div></div><div><b><br>
2. Manager: </b>Make sure that we meet our responsibilities and deliver results to the best of our abilities.</div><div></div><div><b><br>
o Client and Internal KPIs:</b></div><ul><li>
Attending client Key Performance Indicators (KPIs) and internal KPIs, such as Attendance and Attrition.</li><li>
Assists Quality Assurance Review (QAR) in conducting Root Cause Analysis (RCA) and participates in the activities initiated by QAR for the improvement of the team&rsquo;s performance.</li><li>
Analyze workflows to identify areas for improvement, streamlining processes to enhance efficiency and customer satisfaction.</li><li>
Uphold Qualfon standards by monitoring interactions, ensuring adherence to scripts and providing constructive feedback to the agents. Regularly update and maintain coaching scorecards.</li></ul><div>
Qualfon Mission Leaders, as Managers, prioritize results and teamwork. They manage the resources entrusted to them, emphasizing the importance of reaching targets for profitability.</div><div></div><div><b><br>
3. Messenger: </b>Represent Qualfon in a professional manner. Work to create a positive environment.</div><div></div><div><b><br>
o Communication and Team Building:</b></div><ul><li>
Communicate clearly across all channels and platforms.</li><li>
Conduct regular team meetings and huddles for center updates.</li><li>
Provide timely KPI updates and coaching logs.</li><li>
Promote transparent communication between agents, management, and other departments, addressing concerns and fostering collaboration.</li><li>
Represent your team's needs and successes to senior management.</li></ul><div>
Qualfon Mission Leaders, as Messengers, prioritize constant encouragement and active listening. They execute mission-driven communication, positive problem-solving, clear expression, and empathetic listening.</div>
Qualifications:
<ul><li>High School Diploma (required); college degree or some college coursework (preferred).</li><li>
Excellent communication skills, both written and verbal.</li><li>
Proficiency in computer literacy.</li><li>
Analytical and logical thinking abilities.</li><li>
Strong planning and organizational skills.</li><li>
At least 2 years of team leadership experience in a contact center setting is required.</li></ul></div>

Onsite Call Center Supervisor

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