Contact Center Operations Manager

We're a fast-growing, technology-enabled legal services company. The frontline of our operation runs through a contact center partner that handles a high volume of claimant calls and casework every day across multiple queues. We're hiring a Contact Center Operations Manager to own that vendor relationship and run the day-to-day operation: workforce management, queue and backlog monitoring, quality, custom reporting, and the daily communication with the vendor's team leads.

This is a hands-on role for someone who has lived in contact center operations, ideally in a regulated legal environment, and knows how to get results through a team they don't directly employ. You'll start each day knowing exactly what is in every queue, where the backlog is building, and which agents need to move. You'll spend it in shared Slack channels with the vendor, in Salesforce and Zendesk, and in the reporting you build. And you'll end it with a clear read on volume, productivity, and quality for our leadership team. As we grow, the role expands to lead our internal Tier 1 contact center operations as well.

We're moving fast and plan to fill this role within the next two weeks. Apply today: we review applications daily and move quickly with strong candidates.