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

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Contact Center Manager