Contact Center Manager (Hybrid) WYN Consultants - 3.0 Holland, OH Job Details Full-time $70,000 - $90,000 a year 19 hours ago Benefits Paid parental leave Paid holidays Disability insurance Health insurance Dental insurance Paid time off Work from home Parental leave Vision insurance 401(k) matching Flexible schedule Life insurance Paid sick time Qualifications Staff supervision Teamwork Team supervision Managing teams in a customer support role Operational management English Metrics Reporting Frontline customer support management Managing clients in a customer support role Bachelor's degree Leading team collaboration initiatives Communications Business Administration Process management Leadership Call center management Full Job Description Overview General Summary The Contact Center Manager is responsible for leading the daily operations of the Enterprise Solutions Contact Center, ensuring exceptional customer experiences while driving operational excellence across all customer support channels. This role provides strategic leadership to frontline supervisors and customer service teams, ensuring service levels, quality standards, and business objectives are consistently achieved. The ideal candidate is a customer-focused leader who thrives in a fast-paced environment and is passionate about developing people, improving processes, and using data to drive continuous improvement. This individual will foster a culture of accountability, collaboration, innovation, and service excellence while balancing the needs of customers, employees, and the business. Success in this role requires strong operational leadership, excellent communication skills, sound business judgment, and the ability to motivate high-performing teams while adapting to evolving business priorities and customer expectations. Primary Duties and Responsibilities Lead the day-to-day operations of the Enterprise Solutions Contact Center, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved. Provide leadership, coaching, mentoring, and performance management for supervisors, team leads, and customer service representatives. Foster a positive, inclusive, and high-performing culture focused on accountability, employee engagement, continuous improvement, and customer satisfaction. Monitor, analyze, and communicate operational performance metrics, including: Average Speed to Answer (ASA) Service Level Average Handle Time (AHT) First Call Resolution (FCR) Customer Satisfaction (CSAT) Quality Assurance Scores Ticket Aging Schedule Adherence Occupancy Agent Productivity Absenteeism and Turnover Supervisor Coaching Completion Develop and implement action plans to improve customer satisfaction, operational efficiency, service quality, and employee performance. Partner with Workforce Management to forecast staffing needs, optimize scheduling, and ensure appropriate coverage based on business demand. Develop capacity plans and operational readiness strategies to support seasonal demand, organizational growth, new client implementations, and business initiatives. Conduct regular one-on-one meetings, coaching sessions, performance evaluations, and career development discussions for leaders and team members. Build leadership bench strength through succession planning, mentoring, and talent development initiatives. Serve as the primary escalation point for complex customer issues and ensure timely, effective resolution. Collaborate with Operations, Engineering, Project Management, Customer Success, Quality Assurance, Workforce Management, and Training teams to improve processes and customer outcomes. Identify opportunities to streamline workflows through automation, process improvements, knowledge management, and technology enhancements. Ensure compliance with company policies, customer contractual requirements, security standards, and applicable regulatory guidelines. Prepare and present operational reports, business reviews, forecasts, and executive performance updates. Develop and manage departmental budgets while maintaining financial accountability and identifying cost-saving opportunities. Lead operational readiness efforts for new customer implementations, organizational changes, and major service initiatives. Champion employee engagement initiatives that promote retention, recognition, professional development, and overall team success. Perform other duties as assigned. Qualifications, Education & Experience Bachelor's degree in Business Administration, Management, Communications, or a related field preferred. Minimum of five (5) years of progressive Contact Center experience. Minimum of three (3) years of leadership experience managing supervisors, team leads, or customer service teams. Demonstrated success leading operations within a high-volume, multi-channel contact center environment. Knowledge, Skills & Abilities Exceptional leadership, coaching, and talent development skills. Customer-focused mindset with a commitment to delivering outstanding service experiences. Excellent verbal, written, presentation, and interpersonal communication skills. Strong analytical, problem-solving, and critical-thinking abilities with close attention to detail. Ability to interpret operational data and translate insights into measurable business improvements. Strong business acumen with the ability to balance customer satisfaction, employee engagement, and operational efficiency. Demonstrated ability to manage multiple priorities in a dynamic, fast-paced environment. Excellent organizational, planning, and project management skills. Proven ability to build collaborative relationships and influence cross-functional teams. Ability to make sound decisions under pressure while maintaining professionalism and composure. Self-motivated with the ability to work independently and effectively lead diverse teams. Proficiency with Microsoft Office Suite and the ability to quickly learn new business systems and technologies. High level of integrity, accountability, and professionalism. Commitment to fostering an inclusive workplace where employees are empowered to succeed. Strong knowledge of contact center operations, workforce management, quality assurance, and customer experience best practices. Benefits Medical, Dental, and Vision Insurance Paid Time Off (PTO) and Paid Holidays Paid Sick Time 401(k) with

Employer Match Paid Parental Leave Company-paid Life Insurance, Short-Term Disability, and Long-Term Disability Supplemental Benefit Options Available Pay:

$70,000.00 - $90,000.00 per year

Benefits:

Flexible schedule Work from home

Education:

Bachelor's (Preferred)

Experience:

Leadership:

3 years (Required)

Contact Center:

5 years (Required) Performance metrics: 3 years (Required)

SLA's:

3 years (Required)

KPI:

3 years (Required)

Customer Service:

5 years (Required)

Language:

English (Required)

Location:

Holland, OH (Preferred) Shift availability: Day Shift (Required) Ability to

Commute:

Holland, OH (Required) Willingness to travel: 25% (Preferred)

Work Location:

Hybrid remote in Holland, OH