Contact Center Operations Manager

Your tasks

• Own the day-to-day relationship with our contact center vendor: run the daily and weekly operating cadence, set priorities, resolve escalations, and hold the vendor accountable to service levels, productivity targets, and quality standards.
• Run workforce management across every queue the vendor operates for us (inbound reception, claimant screening and qualification, outbound follow-up with accepted claimants, application prep and document review, and claim submission): forecast volume from our pipeline, set agent allocation by workstream, plan hiring classes and ramp timelines, and keep coverage aligned to Eastern Time business hours.
• Monitor queues and backlogs throughout the day in Salesforce and the vendor's daily reports; spot bottlenecks early and move agents, adjust priorities, or escalate before service slips.
• Be the vendor's primary point of contact in our shared Slack channels: answer questions, clarify process and policy, unblock agents, and make sure guidance is consistent and documented.
• Build and maintain custom reporting: daily queue and backlog views, productivity and conversion metrics (contact rate, accepted-to-submitted, submissions per agent per day), quality scores, and a weekly readout for leadership.
• Own quality: define call and casework standards, run QA and calibration sessions with vendor team leads, review calls and records in Salesforce, and drive coaching and corrective action plans.
• Keep the status and flag workflows between the vendor and our internal teams clean (queue handoffs, contact gates, and record status in Salesforce and Zendesk), and partner with our tech and operations teams when a process or automation needs to change.
• Manage the operational side of the vendor contract: roster and hours reconciliation, invoice review, seat and headcount changes, and cost-per-outcome tracking with Finance.
• Serve as the escalation point for claimant-impacting issues and make sure every interaction is professional, compassionate, and compliant with our scripts and regulatory requirements.
• Over time, take on leadership of our internal Tier 1 contact center operations and build one consistent playbook across vendor and in-house teams.

Requirements

• 2+ years in contact center operations, including experience managing a team, a site, or a vendor/BPO relationship. Prior vendor or BPO management experience is ideal; extensive hands-on contact center leadership also works.
• Experience in a regulated legal environment. Social Security Disability (SSI/SSDI) experience is strongly preferred; personal injury, mass tort, workers' compensation, insurance claims, or other legal intake and claims operations are also a great fit.
• Proven workforce management skills: forecasting, capacity planning, scheduling, and intraday management across multiple queues.
• Strong custom reporting and analytics skills. You build your own reports and dashboards (Salesforce reports, Google Sheets or Excel, and ideally a BI tool) and use them to make decisions.
• A track record of managing remote teams effectively: structured cadences, clear written communication, and accountability without being in the room.
• Salesforce and Zendesk experience is required: you are comfortable working lists, queues, and reports in Salesforce and managing tickets in Zendesk. Experience with contact center tooling (telephony/ACD, QA, WFM) is a plus.
• Direct, organized communicator who can run a vendor huddle in the morning and brief executives in the afternoon.
• Available Monday through Friday during Eastern Time business hours; authorized to work in the United States.
• Nice to have: experience as an EDPNA or with SSA representative work; experience launching or scaling a BPO engagement; experience using AI tools in a contact center setting.