Contact Center Manager

Remote

Full Time

Contact Center

Mid Level

Secur-Serv is a leading managed services provider of IT, print, and hardware services, with a security focus at the core of every service. Secur-Serv provides nationwide, on-site service to businesses of every size, focusing on the financial, manufacturing, transportation, and healthcare industries.

Secur-Serv is headquartered in Omaha, NE, and able to service our customers throughout the continental United States and Canada.

Why Secur-Serv?
Join Secur-Serv because we are committed to professional and personal growth, working with employees to develop a defined career path and helping them achieve their career goals with internal and external training and tuition reimbursement. We empower our employees to innovate and be a part of solutions that improve processes, systems, and transformation. We recognize and provide an environment where each and every employee can make an impact.

We have a generous benefits package for our full-time employees, which includes a copay medical plan option, HSA medical plans with employer contributions to your HSA Account, dental, vision, company-paid life insurance, and company-paid short- and long-term disability coverage.
Plan for your future with Secur-Serv’s 401K savings plan with a generous company match. You are vested on your first day of eligibility in the plan.
Participate in our wellness program to improve your health and earn a discount on your health insurance premiums.
Explore new education and training opportunities with our Tuition Reimbursement Plan which covers up to $5,250.

This is a remote, work-from-home position, and all qualified candidates are encouraged to apply in the continental U.S., with the exception of candidates from Colorado, California, Washington, Maryland, Hawaii, New York, Hawaii, Illinois, or New Jersey

POSITION SUMMARY
The Contact Center Manager is responsible for leading and developing a fast-paced customer service and dispatch support team within a national service organization. This role oversees a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow. Also serves as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales.

ESSENTIAL RESPONSIBILITES

Team Leadership & Employee Development

Supervise, mentor, and lead a team of Contact Center Representatives
- Supervisory responsibilities: Manages 5-9 Contact Center Representatives
Hire, onboard, and train Contact Center staff
Provide ongoing coaching, mentoring, and performance feedback
Conduct regular one-on-one meetings and team meetings
Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
Foster a positive, professional, and team-oriented work environment
Address employee performance concerns and partner with HR as needed
Motivate team members to meet performance expectations and service goals

Operational Oversight

Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
Ensure accurate and timely entry of service requests into ServiceNow
Monitor workload distribution and staffing coverage to meet business demands
Develop and maintain operational processes and documentation
Identify opportunities to improve workflows, customer experience, and team efficiency
Assist with escalations and customer service issues when necessary

Reporting & Performance Management

Utilize Microsoft Teams, ServiceNow, and Excel-based reporting to monitor individual and team performance
Track key performance indicators such as response times, call handling metrics, ticket accuracy, productivity, and service levels
Analyze trends and provide actionable feedback to team members
Prepare reports and updates for leadership regarding team performance and operational challenges
Use data-driven decision making to improve department performance

Cross-Department Communication

Serve as the primary Contact Center liaison for other departments within the organization
Maintain professional communication with internal stakeholders and customers
Coordinate closely with Operations, Technical Support, Accounting, Sales, and Project teams to resolve issues and ensure customer satisfaction
Communicate process changes, expectations, and operational updates clearly to the team

REQUIREMENTS

High School diploma or GED
Minimum of 3 years of leadership or supervisory experience in a Contact Center, customer service, dispatch, or service operations environment
Strong written and verbal communication skills
Excellent organizational and time management abilities
Experience coaching and developing employees
Ability to manage multiple priorities in a fast-paced environment
Strong analytical and problem-solving skills
Experience using Microsoft Office products, especially Excel
Experience with Microsoft Teams and ServiceNow preferred
Ability to interpret reporting and performance metrics
Professional demeanor and strong interpersonal skills
Detail oriented and highly dependable
Ability to work collaboratively across departments

PREFERRED SKILLS/EXPERIENCE

Bachelor’s degree from a four-year college or university
Experience in service operations or field service coordination
Experience handling escalated customer situations
Familiarity with KPI reporting and workforce management
Experience improving operational processes and team efficiency

Physical & Mental Requirements

Sit Frequently at a desk
Frequent fine hand and finger movements (keyboard, writing, mouse movement)
Continual close visual acuity for reading
Hearing and Speaking for communication within and outside of company.
May be required to lift/push/pull up to 10 pounds for set up/movement of office equipment,
Mental Requirements – must be able to consistently:
- Learn new tasks,
- Remember Processes,
- Maintain focus,
- Complete tasks independently
- Make timely decisions in the context of a workflow,
- Ability to communicate effectively,
- Able to adhere to process protocol in a timely manner

WE ARE AN EQUAL OPPORTUNITY EMPLOYER.

 All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Applicants who have disabilities may request that accommodations be made in order to complete the selection process by contacting our People Department by emailing [email protected] or calling 402.697.3039.

EEO is the law. To review your rights under Equal Employment Opportunity please visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.

Secur-Serv Drug & Alcohol Use Policy

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Contact Center Manager

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