Call Center Manager

Position Title:

Call Center Manager

Employment Type:
Full-Time

Department:
Operations – Customer Experience

Location:
Denver, Colorado

Reports To:
Director of Operations & Customer Service

Position Overview:

The Call Center Manager is responsible for managing the daily operations of Nomad Internet’s internal and outsourced call center teams, ensuring consistent shift coverage, high agent accountability, and adherence to performance KPIs. This role owns staffing coordination, schedule enforcement, agent productivity tracking, and live call monitoring across all functions including support, billing, and sales overflow. The Call Center Manager ensures that all customer calls are answered professionally, resolved efficiently, and logged accurately in the CRM. This position is execution-focused and reports directly to the Director of Operations & Customer Service.

1. Call Center Oversight & Shift Management

  • Manage internal and external agent rosters across multiple time zones

  • Build and maintain live shift schedules for support, billing, and overflow sales

  • Ensure full-day coverage with no gaps during business hours or peak periods

  • Adjust staffing assignments in real time to address surges, call queues, or outages

  • Monitor daily login, breaks, and activity levels using workforce management tools

2. Live Call Monitoring & QA Enforcement

  • Monitor live calls daily to assess call quality, tone, resolution effectiveness, and professionalism

  • Conduct weekly QA reviews with team leads and escalate call quality issues

  • Enforce mandatory call logging in CRM for 100% of interactions

  • Identify coaching opportunities from call recordings and flag patterns to Training Manager

  • Ensure escalation calls are routed correctly and follow required workflows

3. Performance Tracking & Agent Accountability

  • Track the following KPIs daily:

    • Calls answered

    • Average handle time (AHT)

    • Abandon rate

    • Hold time

    • First call resolution

    • Call disposition accuracy

  • Hold daily team huddles to review call queue health, yesterday’s performance, and daily goals

  • Enforce coaching and written warnings for agents below minimum benchmarks

  • Submit daily call center report to Director of Operations by 6:00 PM

4. Outsourced Vendor Oversight

  • Manage performance of external call center vendors (e.g., TTEC)

  • Coordinate agent shift rosters, coverage expectations, and escalation paths

  • Audit sample calls from each external team weekly and report QA scores

  • Schedule weekly alignment meetings with vendor leads to review KPIs, risks, and system updates

  • Ensure agents representing Nomad externally meet the same standards as internal staff

Key Objectives & Results (OKRs):

Objective 1: Maintain Full Coverage and Responsiveness

  • Ensure 100% shift coverage across all call center channels

  • Keep abandon rate under 5%

  • Maintain AHT under 6 minutes

Objective 2: Improve Call Quality and Resolution Rates

  • Conduct 100 QA reviews per month

  • Maintain 95% first call resolution rate

  • Enforce minimum QA score of 90% across all agents

Objective 3: Increase Agent Accountability and Visibility

  • Launch agent performance dashboards by Week 2

  • Enforce daily reporting from team leads with shift-level detail

  • Address underperformance with documented plans within 48 hours

Objective 4: Strengthen Vendor Alignment and Compliance

  • Submit vendor performance report weekly

  • Escalate repeat QA failures within 24 hours

  • Standardize coaching format and QA metrics across internal and external teams by Week 6

Position Requirements:

  • Must manage daily operations across both internal and outsourced call center teams

  • Must track and enforce real-time staffing, activity, and call handling standards

  • Must be available during all core U.S. business hours with flexible response to emergencies

  • Must coordinate across support, billing, and sales for overflow planning and queue management

Required Qualifications:

  • 5+ years in call center operations, with at least 2 years in a management role

  • Experience overseeing both in-house and vendor-based customer support teams

  • Strong familiarity with live call routing systems, queue management, and QA tools

  • Proven success driving performance discipline in high-volume call environments

  • Skilled in CRM platforms, reporting dashboards, and workforce scheduling tools

  • Calm, decisive, and able to lead through high-pressure service conditions

📬 How to Apply

Email jobs@nomadinternet.com with:

  • Your short video answering the above questions

  • A link to your resume or LinkedIn profile

  • Any relevant portfolio links or work samples