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Contact Center Manager
Bedford, TX

Job Description

Job Summary:

Manage all daily operations in Contact Center, ensuring all standards of productivity, timeliness, quality, and customer service are consistently achieved or exceeded while staying within expense guidelines.

Essential Functions:

  • Hire, train, motivate and schedule an adequate number of employees to meet, or exceed, department goals while staying within expense guidelines.
  • Analyze Inbound and Outbound call data, identify trends and utilizing Work Force Management software to adjust staff scheduling as needed to meet customer and management expectations.
  • Identify training requirements and participate in the development and implementation of effective training for new and existing employees with a goal to consistently improve overall service.
  • Develop, maintain and provide adequate reporting to management to reflect the performance of the department.
  • Analyze this data to identify areas for improvement as well as business trends which might impact service and/or staffing levels.
  • Manage the timely processing of insurance verification via phone and internet.
  • Review the results of quality monitoring studies and direct Supervisors in the areas for development and improvement of employees to consistently raise customer service.
  • Provide supervisors with developmental and training opportunities as practical to ensure their growth within the organization

Additional Responsibilities:

  • Handle escalated calls, as needed, to ensure caller satisfaction.
  • Communicate with management at accounts as needed on issues of concern and respond to enquiries from Account Managers regarding any service concerns.
  • Monitor a limited number of calls personally to ensure compliance with service standards.
  • Responsible for maintaining a high level of employee morale and making recommendations on same to management.
  • Design, development and testing of new systems as well as improvements/enhancements to current systems.

Job Requirements


  • Good working knowledge of workforce scheduling, ACD and IVR systems


  • Successful track record of hiring, developing and motivating employees
  • Skilled in planning, organizing, and problem resolution
  • Excellent oral, written and team building skills
  • Ability to create and analyze statistical reports
  • Intermediate skills in Microsoft Office, including Excel and Word


  • College Degree required
  • Minimum of 2 years prior management experience in an inbound/outbound call center with a minimum of 50 employees.
  • Experience in managing “Work From Home” program desirable


  • Will have direct contact with accounts for problem resolution and to maintain customer service expectations.
  • Attendance and dependability:  The employee can be depended on to report to work at the scheduled time and is seldom absent from work.  Employee can be depended upon to complete work in a timely, accurate and thorough manner and is conscientious about assignments.
  • State National is a smoke free/tobacco free work environment


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