Assistant Contact Center Manager jobs in United States
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CornerStone Professional Placement · 2 days ago

Assistant Contact Center Manager

positionDFW Metroplex
timeFull-time
remoteOnsite
seniorityMid, Senior Level
money$73K/yr - $73K/yr
date4+ years exp

CornerStone Professional Placement is seeking an Assistant Contact Center Manager to oversee a team of multi-channel agents (voice, chat, email) for a high-profile, long-term project. The role involves supervising daily operations, coordinating staffing, and analyzing performance data to drive operational improvements.

Staffing & Recruiting
Hiring Manager
Allison Harrison
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Responsibilities

Supervise and manage the daily operations of a temporary, special project contact center
Coordinate staffing, training, and performance management to meet project goals and SLAs
Monitor workflow, ensure policy compliance, and deliver on KPIs across voice, chat, and email platforms
Analyze performance data and provide insights to drive operational improvements
Deliver feedback and support professional development for frontline staff
Utilize contact center tools to enhance team efficiency and client satisfaction

Qualification

Omnichannel operationsLeadership experienceContact center toolsCoaching teamsDecision-making skillsCommunication skillsProblem-solving skillsGrowth mindset

Required

4+ years of experience in a customer service environment
2+ years of leadership experience managing front-line contact center employees
Strong proficiency with omnichannel contact center operations (voice, chat, email)
Proven success in coaching teams, reducing attrition, and improving service metrics
Strong decision-making, communication, and problem-solving skills
Ability to work in a fast-paced, collaborative environment with a growth mindset

Preferred

Familiarity with tools like Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner

Benefits

Comprehensive benefits package available

Company

CornerStone Professional Placement

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CornerStone Professional Placement is a trusted national search and staffing firm specializing in direct hire, executive search, and professional placement services across public and private sectors.
dateFounded in 1991
location
Dallas/Fort Worth, Texas, US
people-size51-200 employees
web-link
https://professionalcareers.cornerstonestaffing.com/

Funding

Current Stage
Growth Stage
Company data provided by crunchbase