RemoteLeaf Logo
Log in Sign up

Contact Center Operations Manager

9 hours, 23 minutes ago
United States
Full-time
Mid Level
Operations Manager
Customer and Technical Support
Salesforce
Apply Now
Advocate

Advocate

Advocate provides comprehensive assistance to workers in navigating the Social Security benefits application process, offering expert support to determine eligibility and streamline the collection of medical records to expedite claims for disability be...

Internet Software & Services
1-10
Founded 2015
View All Jobs

Description

  • Own the daily and weekly operating cadence with the contact center vendor, including priorities, escalations, service levels, productivity, and quality standards.
  • Forecast volume, allocate agents across workstreams, plan hiring and ramp schedules, and maintain coverage during Eastern Time business hours.
  • Monitor Salesforce queues, backlogs, and vendor reports; resolve bottlenecks by shifting agents, adjusting priorities, or escalating issues.
  • Serve as the primary vendor contact in shared Slack channels, providing documented process and policy guidance and unblocking agents.
  • Build and maintain reporting on queues, backlogs, productivity, conversion, quality, and weekly leadership updates.
  • Define quality standards, lead QA and calibration sessions, review calls and records, and drive coaching and corrective actions.
  • Maintain clean workflow handoffs, contact gates, and record statuses across Salesforce and Zendesk; partner with technology and operations teams on process improvements.
  • Manage vendor operational administration, including roster and hours reconciliation, invoice review, seat and headcount changes, and cost-per-outcome tracking.
  • Escalate claimant-impacting issues and ensure interactions remain professional, compassionate, and compliant.
  • Over time, lead internal Tier 1 contact center operations and establish a unified operating playbook for vendor and in-house teams.

Requirements

  • 2+ years of contact center operations experience, including managing a team, site, or vendor/BPO relationship.
  • Experience in a regulated legal environment; SSI/SSDI experience strongly preferred.
  • Experience in personal injury, mass tort, workers' compensation, insurance claims, or legal intake and claims operations is valued.
  • Workforce management expertise, including forecasting, capacity planning, scheduling, and intraday management across multiple queues.
  • Strong reporting and analytics skills, including building reports and dashboards in Salesforce, Google Sheets or Excel, and ideally a BI tool.
  • Experience managing remote teams through structured operating cadences, written communication, and accountability.
  • Proficiency with Salesforce queues, lists, and reports, and Zendesk ticket management.
  • Experience with contact center telephony/ACD, QA, or workforce management tools is preferred.
  • Clear, organized communication skills for leading vendor huddles and briefing executives.
  • Availability Monday through Friday during Eastern Time business hours and authorization to work in the United States.
  • Experience as an EDPNA, SSA representative, launching or scaling a BPO engagement, or using AI tools in a contact center is preferred.

Benefits

  • Fully remote work environment.
  • Predictable Monday-through-Friday schedule during Eastern Time business hours.
  • Direct exposure to leadership and ownership of a core business operation.
  • Opportunity to see operational improvements and results quickly.
  • Meaningful work supporting claimants through a difficult legal process.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Arootah

Fractional Director of Operations (Advisory Network)

Arootah 11-50 Professional Services

Join Arootah’s advisor network as a Director of Operations consultant, supporting alternative asset firms and family offices with operational leadership, controls, and strategic improvement on project-based engagements.

Anywhere Contract Executive Operations Manager
$364k-$728k
9 hours, 8 minutes ago
Arootah

Fractional Chief Risk Officer - Operations (Advisory Network)

Arootah 11-50 Professional Services

Join Arootah’s advisor network as a Chief Risk Officer, Operations consultant, providing project-based operational risk guidance to hedge fund and family office clients.

Anywhere Contract Executive Operations Manager
$416k-$832k
Cybersecurity
9 hours, 8 minutes ago
Arootah

Fractional Chief Operating Officer (Advisor Network) Opportunity Overview

Arootah 11-50 Professional Services

Join Arootah’s advisor network as an experienced Chief Operating Officer to deliver project-based operational leadership for hedge funds, private equity firms, and family offices.

Anywhere Contract Executive Operations Manager
$520k-$780k
9 hours, 8 minutes ago
Arootah

Fractional Chief Administrative Officer (Advisor Network)

Arootah 11-50 Professional Services

Join Arootah’s advisor network as a Chief Administrative Officer consultant, providing project-based strategic administrative guidance to alternative asset firms and family offices as client needs arise.

Anywhere Freelance Executive Operations Manager
$416k-$624k
Cybersecurity Scrum
9 hours, 8 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers