Contact Center Manager

TL;DR

Contact Center Manager (Customer Support): Overseeing day-to-day contact center operations and leading a team of representatives to meet service level and contract goals with an accent on operational efficiency and customer satisfaction. Focus on monitoring performance, implementing process improvements, and mentoring employees to drive continuous growth.

Location: Onsite in Ridgeland, MS

Salary: $60,800 - $75,000 Annual

Company

hirify.global provides integrated healthcare transportation and health management services to improve access to care for patients.

What you will do

• Oversee day-to-day operations, ensuring service level and contract goals are met.
• Monitor contact center performance, operating efficiencies, and staff development.
• Implement process and policy improvements to enhance the customer experience.
• Manage budgets, analyze variances, and initiate corrective actions to maximize performance.
• Mentor employees on performance gaps, career development, and HR processes including onboarding and succession planning.
• Deliver daily, weekly, and monthly performance reports to management and clients.

Requirements

• Bachelor's Degree.
• 6+ years of experience in a heavy phone volume contact center.
• 2+ years of leadership responsibility.
• Intermediate proficiency in Word, Excel, Outlook, and PowerPoint.
• Ability to analyze data and report on center performance.
• Must be based in or able to work onsite in Ridgeland, MS.

Culture & Benefits

• Comprehensive Medical, Dental, and Vision insurance.
• 401(k) Retirement Savings Plan with Company Match.
• Paid Time Off and Paid Parental Leave.
• Tuition Reimbursement.
• Employer Paid Basic Life Insurance and AD&D.
• Various employee discounts for retail, hotels, and restaurants.