Role Summary
Lead a team of contact center agents to deliver excellent service across multiple channels (phone, email, chat/SMS). You'll manage day-to-day operations, coaching, scheduling, quality assurance, and KPI performance.
Key Responsibilities
- Lead, coach, and develop agents (hiring, onboarding, 1:1s, feedback, performance plans)
- Monitor live queues/dashboards; adjust staffing and handle escalations in real time
- Meet or exceed SLAs, reduce Abandon Rate, manage AHT/ACW, improve CSAT/FCR, and drive QA scores
- Build schedules, manage adherence, and partner on forecasting/capacity planning
- Run a quality program for calls and emails (scorecards, calibrations, coaching loops)
- Maintain SOPs, talk tracks, and email templates to ensure accurate, consistent service
- Use dedicated platforms to manage skills/queues, dispositions, recordings, live monitoring (barge/whisper), and reports
- Build
- Analyze performance and present clear action plans to leadership
- Ensure adherence to company policies and applicable regulations
Requirements
Qualifications
- 5+ years in a contact center with 2+ years as a team lead/supervisor/manager
- Proven track record meeting service KPIs and elevating team performance
- Comfortable with the Five9 platform (skills-based routing, IVR basics, dispositions, recording/monitoring, reporting/dashboards)
- Strong analytical skills (Excel/Google Sheets) and clear written/verbal communication
- Organized, calm under pressure, and effective at change management
Preferred
- Five9 admin/config experience (IVR edits, campaigns, permissions) or Five9 University coursework
- Workforce management and forecasting exposure
- Experience designing QA scorecards and running calibration sessions
Industry experience relevant to our customers (e.g., healthcare).
Benefits
Compensation: Enjoy a competitive hour rate ranging from $55,000-65,000 depending on experience
Perks: Enjoy a comprehensive benefits package that includes Medical, Dental, Vision coverage, a 401(k) plan (with 3% match), Life Insurance, and generous Paid Time Off to help you recharge and thrive