Contact Center Manager

DATAMARK, Inc. is seeking an experienced and dynamic Contact Center Manager to lead our federal contact center operation. The ideal candidate will oversee all aspects of the federal contact center, ensuring that we deliver the highest level of customer service while achieving our organizational goals. The Contact Center Manager will be responsible for managing staff, optimizing processes, and implementing best practices to enhance overall performance.

Key responsibilities include developing and executing strategic plans, monitoring performance metrics, hiring and training new staff, and ensuring compliance with organizational standards and regulations. The Contact Center Manager will also collaborate closely with other departments to drive improvements and enhance the customer experience. The annual salary for this position is $75,000.

Requirements

• Bachelor's degree in business, management, or a related field preferred (high school diploma required)
• Must be able to pass background and receive federal clearance
• At least 2 years of experience in a contact center management role
• Proven track record of improving operational efficiency
• Intermediate to advance Excel skills
• Strong leadership, coaching, and motivational skills
• Excellent analytical, problem-solving, and decision-making abilities
• Exceptional communication and interpersonal skills
• Experience working directly with client
• Familiarity with contact center technologies, software, and performance metrics
• Ability to work in a fast-paced environment and adapt to changing priorities
• Bilingual (Spanish/English) preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $75,000

Qualification

Associate Degree