Contact Center Manager

Secur-Serv

Contact Center Manager at Secur-Serv overseeing customer service and dispatch support operations. Responsible for mentoring and developing a team of Contact Center Representatives and ensuring operational efficiency.

Posted 5/22/2026full-timeRemote • California, Colorado, Hawaii, Illinois, Maryland, New Jersey, New York, Washington • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Responsible for leading and developing a fast-paced customer service and dispatch support team
Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
Supervise, mentor, and lead a team of Contact Center Representatives
Manage 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
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
Analyze trends and provide actionable feedback to team members

Requirements

What you’ll need

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

Benefits

Comp & perks

copay medical plan option
HSA medical plans with employer contributions to your HSA Account
dental
vision
company-paid life insurance
company-paid short- and long-term disability coverage
401K savings plan with a generous company match
participate in a wellness program to improve health and earn a discount on health insurance premiums
Tuition Reimbursement Plan covering up to $5,250

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicedispatch supportticket managementperformance metricscoachingemployee developmentoperational processesdata analysisservice request intakeworkload distribution

Soft Skills

leadershipcommunicationorganizational skillstime managementanalytical skillsproblem-solvinginterpersonal skillsteam-orienteddependabilitycollaboration

Certifications

High School diplomaGED