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AdvocateContact Center Operations Manager
Advocate operates as a rapidly expanding, technology-driven legal services organization. The company is currently hiring a Contact Center Operations Manager to oversee external vendor relationships and…
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About This Role
Advocate operates as a rapidly expanding, technology-driven legal services organization. The company is currently hiring a Contact Center Operations Manager to oversee external vendor relationships and daily contact center functions, with plans to eventually expand the position to direct internal Tier 1 operations. In this role, the selected candidate will manage workforce operations, handle queue and backlog oversight, enforce quality standards, generate custom analytics, and maintain constant communication with partner…
Job Description
Advocate operates as a rapidly expanding, technology-driven legal services organization. The company is currently hiring a Contact Center Operations Manager to oversee external vendor relationships and daily contact center functions, with plans to eventually expand the position to direct internal Tier 1 operations. In this role, the selected candidate will manage workforce operations, handle queue and backlog oversight, enforce quality standards, generate custom analytics, and maintain constant communication with partner team leads. The position suits professionals experienced in contact center environments who excel at driving performance through third-party vendors, particularly within regulated legal sectors. Daily duties include tracking queues, coordinating via shared communication channels, managing Salesforce and Zendesk tasks, and delivering performance reports to company leadership.
Responsibilities
- Manage the daily and weekly operational rhythm with the external contact center vendor
- Oversee workforce management across all operational queues such as inbound reception, claimant qualification, and application review
- Monitor real-time queues and backlogs to identify bottlenecks and reallocate agents
- Serve as the primary contact in shared communication channels to guide vendor personnel
- Develop and maintain custom analytics dashboards covering productivity, conversion, and quality metrics
- Conduct quality assurance reviews and calibration sessions alongside vendor leadership
- Handle financial and administrative vendor contract operations including invoice reviews and headcount tracking
- Act as an escalation point for claimant issues to ensure compliance with regulatory standards
Requirements
- Minimum of two years of experience in contact center operations including team, site, or vendor management
- Background working in a regulated legal environment
- Demonstrated expertise in workforce management tasks such as forecasting and scheduling
- Proficiency in building custom reports and analytics using spreadsheets or business intelligence tools
- Experience managing remote teams through structured communication
- Familiarity working with Salesforce and Zendesk platforms
- Availability to work Monday through Friday during Eastern Time business hours
- Authorized to work in the United States
Qualifications
- Prior vendor or BPO management experience
- Experience within Social Security Disability, personal injury, mass tort, workers' compensation, or insurance claims
- Familiarity with contact center tooling including telephony, ACD, quality assurance, and workforce management software
- Status as an EDPNA or experience with SSA representative work
- Background launching or scaling a BPO engagement
- Experience utilizing artificial intelligence tools within a contact center environment
Core Skills
Benefits
- Base salary ranging from $80,000 to $100,000 per year based on experience
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a fully remote role operating on a Monday through Friday schedule in the Eastern Time zone.
What is the salary for the Contact Center Operations Manager?
The base salary ranges from $80,000 to $100,000 per year, determined by the candidate's level of experience.
What type of employment is this?
This is a full-time employment opportunity.
How do I apply for this position?
Candidates can apply by submitting a resume along with a short statement describing their previous management experience with contact center or vendor operations, including team size, workstreams, and achieved results.
Sample Interview Questions
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