Contact Center Manager

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 OversightOversee 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 ManagementUtilize 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 CommunicationServe 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 RequirementsSit 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