contact center manager

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

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

Careers Inc

<p>We are looking for a highly motivated Call Center Manager to oversee the full client lifecycle, ensuring rigorous gathering of case requirements, timely communication, and outstanding customer satisfaction. This role involves managing a client service team, implementing retention strategies, and collaborating with various departments to deliver a seamless, high-quality experience for our clients.</p><p><b>RESPONSIBILITIES:</b></p><ul><li>Recruit, train, and manage a client service team to ensure efficient, high-quality client interactions.</li><li>Develop and maintain processes to accurately and thoroughly collect case details, documentation, and any relevant information from new and existing clients.</li><li>Proactively design and implement programs to maintain strong client relationships, address concerns, and minimize client attrition.</li><li>Serve as the primary point of contact for clients, ensuring prompt and transparent updates regarding their cases.</li><li>Work closely with intake, litigation, and marketing teams to streamline handoffs and maintain accurate data flow.</li><li>Track and analyze key performance indicators (KPIs) to ensure team productivity, call quality, and patient satisfaction goals are met.</li><li>Leverage CRM tools (Salesforce preferred) to document client interactions, organize case details, and generate performance reports.</li><li>Supervise, motivate, and train call center agents to ensure they meet performance standards and provide exceptional service.</li></ul><p><b>REQUIERIMENTS: </b></p><ul><li>Bachelor&rsquo;s degree in Business, Management, or related field (or equivalent work experience).</li><li>Minimum of 3+ years of experience in a client-facing or call center environment, with proven leadership responsibilities.</li><li>Experience in the legal industry is a plus but not mandatory.</li><li>Willing to work a 1:00PM-10:00PM schedule. On-site</li><li>Complete fluency in English (verbal and written).</li><li>Proficiency in CRM software (Salesforce preferred) for client and case tracking.</li><li>Solid knowledge of MS Office (Word, Excel, PowerPoint) for daily administrative tasks and data analysis. Familiarity with VoIP phone systems is advantageous.</li><li>Excellent communication, interpersonal, and leadership skills.</li><li>Strong problem-solving abilities and attention to detail.</li><li>Ability to thrive in a fast-paced environment while maintaining high service standards.</li></ul><p>Job Type: Full-time</p><p>Work Location: In person</p>

Call Center Manager

ProEdge Remodeling

<p><b>ATTENTION CALL CENTER MANAGER PROFESSIONALS:</b></p><p><b>TAKE YOUR CAREER TO THE NEXT LEVEL - POTENTIAL EARNINGS UP TO $75,000K ++</b></p><p>Established in 1961, <b>ProEdge Remodeling </b>has become one of the fastest growing home improvement companies in the New York, New England &amp; Mid-Atlantic regions. Recently <b>recognized by Qualified Remodeler as among the Top 200 Home Improvement Professionals in the country, </b>ProEdge is committed to expanding its service areas without losing sight of our signature local expertise or long-held tradition of providing great customer care.</p><p>We are also proud to announce that <b>KOHLER&reg; has selected ProEdge Remodeling as their exclusive bath and shower remodeling partner </b>for the New York market.</p><p><b>ALL CANDIDATES MUST HAVE AT LEAST 3 YEARS OUTBOUND CALL CENTER EXPERIENCE</b></p><p>Due to our tremendous growth and fast-paced environment at our high-volume call center in Windsor, CT, <b>we are only interested in speaking with Call Center Management professionals with a proven track record in an outbound call center setting. </b>You will be interacting by phone with homeowners who have expressed interest in our products:</p><p>The <b>Call Center Assistant Manager</b> must have:</p><ul><li>Call Center supervisory experience <b>(required)</b></li><li>Minimum <b>3 years of outbound call center experience </b>with a focus on appointment setting</li><li>Excellent telephone and inter personal communication skills</li><li>Strong ability in recruiting, training and developing other call center agents</li><li>Solid organizational abilities</li><li>Positive mental attitude</li><li>Competitive drive</li><li>High energy and motivation level</li><li>Strong will to succeed</li><li>Desire to learn, set and achieve goals</li></ul><p><b>We offer:</b></p><ul><li>Competitive salary with the best compensation package in the industry</li><li>Performance bonus and incentive plan</li><li>Advancement opportunity</li><li>Full benefits package including health, vision &amp; dental</li><li>PT/FT shift positions available</li><li>Fun team-oriented workplace with special events, outings, contests &amp; more</li></ul><p>Here at <b>ProEdge Remodeling</b>, we cultivate a team-oriented workplace that fosters mutual purpose, personal development and growth. We offer top income, paid training, 401k, full benefits, performance based rewards, bonuses and more.</p><p>If you are looking for a long-term sales career where you can achieve your personal and professional goals, we&rsquo;d like to talk to you about joining our team--contact us today!</p><p>Job Types: Full-time, Part-time</p><p>Pay: $35,000.00 - $75,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Paid training</li><li>Vision insurance</li></ul><p>Ability to Relocate:</p><ul><li>Windsor, CT 06095: Relocate before starting work (Preferred)</li></ul><p>Work Location: In person</p>

Call Center Assistant Manager In Windsor, CT

DataPath, Inc.

<p><b>Role Summary</b></p><p>The Contact Center Supervisor is responsible for overseeing daily contact center operations, ensuring service levels, quality standards, compliance requirements, and participant experience expectations are consistently met. This role directly supervises Contact Center Representatives and serves as the primary escalation point for complex participant and employer inquiries.</p><p><b>Key Responsibilities</b></p><ul><li>Supervise on-shore Contact Center Representatives (CSRs) and support day-to-day activities of on-shore and off-shore CSRs handling calls and emails related to HSAs, FSAs, HRAs, COBRA, and other benefit plans.</li><li>Monitor and manage performance metrics including AHT, accuracy, quality scores, call volume, and SLA adherence.</li><li>Conduct call listening, email reviews, and quality audits for coaching, training, and performance management purposes.</li><li>Handle escalated participant and employer issues requiring advanced knowledge or judgment.</li><li>Support workforce planning, scheduling, coverage management, and workload balancing.</li><li>Ensure adherence to scripts, SOPs, HIPAA requirements, and IRS regulations.</li><li>Attend all Product Enhancement review meetings to identify impacts to processes supported by team and make appropriate updates to procedures, workflows, etc.Partner with Training, Product, and Operations leadership to improve processes, tools, and customer experience.</li><li>Serve as back-up to the Client Operations Supervisor</li><li>Other duties as assigned</li></ul><p><b>Required Qualifications</b></p><ul><li>3-5 years of contact center or customer service operations experience.</li><li>Prior supervisory or team lead experience strongly preferred.</li><li>Strong coaching, communication, and documentation skills.</li><li>Comfort working with performance metrics and operational reporting.</li><li>Must be able to pass a background check.</li></ul><p><b>Preferred Qualifications</b></p><ul><li>College coursework or degree in business, healthcare, accounting, or a related field.</li><li>Working knowledge of FSAs, HSAs, HRAs, COBRA, and other pre-tax benefit plans.</li><li>Familiarity with HIPAA compliance and IRS regulations.</li></ul><p>Pay: $50,000.00 - $60,000.00 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>401(k) matching</li><li>Dental insurance</li><li>Flexible schedule</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>Vision insurance</li></ul><p>Education:</p><ul><li>High school or equivalent (Preferred)</li></ul><p>Experience:</p><ul><li>call center supervisor: 3 years (Preferred)</li></ul><p>Work Location: Remote</p>

Contact Center Supervisor

IntellaTriage

<div><p>***<b>Do you want to be a part the team that ensures world class triage to our clients and patients?
</b></p><p><b>***We are looking for exceptional, intelligent, and quality centered call center shift supervisor who wants to oversee all aspects of operations management and care for each and every patient encounter on a shift!</b></p><p></p><p><b>
***If this describes you, apply now to join our team!</b></p><p></p><p><b>
Shift times</b>
</p><p></p><ul><li>10 hour shifts</li><li>
10p-8a CST</li><li>
Days: rotation of 4 days on and then 4 days off</li></ul><p></p><p><b>
Overview:</b></p><p><br>
This is a fantastic opportunity to be a key influencer in a rapidly growing, patient-focused business. We are actively recruiting a talented Contact Center Shift Supervisor to join our team of energetic, compassionate professionals. We are seeking someone with a passion for customer service, process improvement, and a desire to help improve the lives of our nursing staff through supportive and effective shift management. The Contact Center Shift Supervisor will provide direct support to the front-line staff fielding calls and ensure that the right people are in the right place at the right time. The role reports to the Director of Clinical Operations. This is a full-time, hourly remote position.
</p><p>IntellaTriage&rsquo;s mission is to act as an extension of each client by using a tailored approach to deliver compassionate, around-the-clock care through the clinical expertise of our virtual Registered Nurses. Bottom line &ndash; we want to ensure our providers&rsquo; patients can receive the care they need any time, any place. IntellaTriage acts as a triple threat after-hours by ensuring all stakeholders&rsquo; benefit. We provide our customers&rsquo; patients with the comforting and medically appropriate guidance they need during the most trying times. We help our customers&rsquo; nurses reduce their workload and improve overall job satisfaction by reducing burnout. We improve our customers&rsquo; bottom line by reducing overall cost to deliver after-hours care.</p><p></p><p><b>
What you&rsquo;ll do:</b></p><p>
The Contact Center Shift Supervisor will be responsible for managing day to day operational performance of the business and be able to effectively manage agent performance and customer service. Provide motivation and timely communication to a team of 50+ nurses that are on shift to ensure service levels are met and protocols are known.</p><p></p><ul><li>
Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics.</li><li>
Assign and manage phone queues to appropriate agents at the beginning of each shift.</li><li>
Manage and post the assignment sheet for weekday shifts. Ensure updates are made appropriately and logged correctly as changes occur.</li><li>
Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks.
</li><li>Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support.
</li><li>Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms.
</li><li>Properly maintain the incident log with staff issues, client complaints, and IT issues.
</li><li>Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely.
</li><li>Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.</li><li>
Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends.</li><li>
Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand.</li><li>
Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.</li></ul><br>
<b>
Requirements</b><p><br>
Qualifications</p><ul>
<li>Bachelor&rsquo;s Degree preferred.</li>
<li>Requires a minimum of 2 years of call center experience.</li>
<li>Previous management experience preferred.</li>
<li>Above average written and oral communication skills</li>
<li>The ability to work day, night, weekend, and holiday shifts</li>
<li>Working knowledge of Windows, Excel, Word, and other Microsoft business applications</li>
<li>Experience with RingCentral preferred.
</li></ul><p><b>Your Traits &amp; Characteristics</b></p>
<ul><li>You are passionate about excellence in the delivery and consistency of patient care.
</li><li>You are organized and detail oriented.
</li><li>You are able to apply critical thinking to develop options and consider impacts and demonstrate business expertise.</li>
<li>You embrace accountability for excellent customer service by acting quickly and decisively without direct on shift supervision.</li>
<li>You foster teamwork and motivate others to perform at a high level.</li>
<li>You do what is right every time and without question</li><br>
</ul><br>
<br>
<br>
<b>Benefits</b><p><br>
The Remote Contact Center Supervisor position is paid at a rate of $30 per hour. . All part-time and full-time employees accumulate PTO, based on the number of hours worked (per year). All part-time and full-time employees are eligible to participate in our 401(k) plan. Full-time employees may also participate in medical, dental, vision, and/or supplemental insurances.</p></div>

Call Center Shift Supervisor (Remote) OVN

Disruptive IT LLC

<p><b>Overview</b><br/><b>Core Platform Expertise</b></p><ul><li>Oracle Siebel CRM (Contact Center / Call Center modules)Strong hands-on experience configuring and supporting Siebel for high-volume customer service environments.</li><li>Siebel Tools</li><li>Business Components, Business Objects</li><li>Applets, Views, Screens</li><li>Workflows and Runtime Events</li><li>Task UI and service workflows</li><li>Scripting (eScript / Siebel VB)</li><li>Data Model and Configuration</li><li>Extension tables</li><li>Joins and links</li><li>Picklists, LOV management</li><li>Data validation and business rules</li></ul><p><b>Contact Center Capabilities</b></p><ul><li>Experience implementing and supporting agent workflows including:</li><li>Case / Service Request management</li><li>Customer interaction history</li><li>Knowledge management integration</li><li>Complaint and escalation workflows</li><li>Agent desktop configuration</li><li>Omnichannel interaction management</li><li>Understanding of how Siebel supports:</li><li>inbound call workflows</li><li>agent screen-pops</li><li>guided resolution processes</li><li>customer 360 views</li></ul><p><b>CTI and Telephony Integration</b>Experience integrating Siebel with telephony platforms using Computer Telephony Integration (CTI).Typical environments include:</p><ul><li>Siebel CTI Toolbar</li><li>Open UI integrations</li><li>Telephony platforms such as:</li><li>Cisco UCCE / UCCX</li><li>Avaya</li><li>Genesys</li><li>NICE</li></ul><p>Capabilities include:</p><ul><li>screen-pop configuration</li><li>call event handling</li><li>agent state management</li><li>interaction logging</li></ul><p><b>Integration and Middleware</b>Experience integrating Siebel with enterprise systems.Technologies may include:</p><ul><li>Siebel EAI</li><li>Web Services (SOAP / REST)</li><li>Integration Objects</li><li>XML messaging</li><li>JMS / middleware platforms</li><li>Oracle SOA Suite</li><li>API integrations with billing, identity, and customer systems</li></ul><p><b>Performance and Scalability</b>Experience supporting large contact center deployments.Skills include:</p><ul><li>Siebel performance tuning</li><li>SQL and database optimization (Oracle DB)</li><li>Batch processing and EIM</li><li>Workflow performance tuning</li><li>Load troubleshooting for high agent concurrency</li></ul><p><b>Deployment and Architecture</b>Experience in enterprise Siebel environments including:</p><ul><li>Siebel Server architecture</li><li>Gateway / Application Interface</li><li>Open UI deployments</li><li>Multi-environment release management</li><li>Dev / Test / Prod lifecycle</li></ul><p>Experience working with:</p><ul><li>Linux / Unix server environments</li><li>Web servers (Apache / Tomcat)</li><li>CI/CD or release automation</li></ul><p><b>Contact Center Operations Understanding</b>Mid-to-senior candidates should also understand operational realities:</p><ul><li>agent productivity workflows</li><li>call center KPIs</li><li>escalation processes</li><li>regulatory environments (healthcare, financial services, government)</li></ul><p><b>Preferred Experience</b>Siebel Open UI customizationJavaScript developmentSiebel upgrade or modernization projectsMigration to cloud or hybrid architecturesExperience with large government or enterprise customer service platforms</p><p>Pay: $50.00 - $115.00 per hour</p><p>Work Location: Remote</p>

Oracle Siebel Contact Center – Mid to Senior Level

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