Join to apply for the Contact Center Manager role at Allcat Claims Service
Allcat Claims Service, LLC. The Contact Center Manager is responsible for building, developing, and optimizing our contact center operations to support business growth and service excellence. This role goes beyond managing day-to-day activities; it focuses on creating and improving the operational framework, including workforce management (WFM), forecasting, staffing models, and performance analytics. The ideal candidate has experience establishing structure and scalability within a contact center environment.
Design and enhance contact center infrastructure, processes, and performance management systems.
Develop and implement WFM strategies, including forecasting, capacity planning, scheduling, and real-time management.
Build and maintain reporting dashboards to monitor KPIs such as service levels, occupancy, and adherence.
Analyze operational data to identify trends, improve efficiency, and reco...