Contact Center Lead Job at Ethics HR

Workforce Management Lead - Contact Center Operations

We are seeking a highly motivated Workforce Management Lead to oversee and coord...

Location

United States , Virtual

Salary:

69028.00 - 86286.00 USD / Year

ATI Physical Therapy

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business, Mathematics, Operations Management, Data Analytics, or a related field — or equivalent experience
3+ years of Workforce Management experience in a multi-channel, high-volume contact center environment
1+ years of leadership or team lead experience within WFM or Operations
Proven experience managing forecasting, scheduling, and intraday teams using modern WFM platforms
Deep knowledge of WFM principles including Erlang-C modeling, capacity planning, shrinkage forecasting, and schedule optimization
Strong understanding of contact center KPIs and operational drivers
Analytical mindset with the ability to translate data into actionable business insights
Proficient in SQL and BI/reporting tools (Power BI, Tableau, Looker, etc.)
Demonstrated ability to coach, motivate, and develop high-performing teams
Exceptional communication and interpersonal skills with the ability to influence across all levels of leadership

Job Responsibility

Lead, coach, and mentor a team of WFM Analysts, providing guidance, career development, and performance feedback
Validate and approve forecasts and schedules, ensuring accuracy, consistency, and optimization against service-level goals
Serve as an escalation point for intraday or service-level risks and coordinate rapid response solutions
Oversee and optimize the execution of forecasting, scheduling, capacity planning, and real-time management activities across multiple business lines, while driving process standardization, automation, and best practice adoption across WFM systems and workflows
Partner closely with operations leaders to develop staffing recommendations, hiring strategies, and capacity adjustments
Deliver actionable reporting and insights to leadership on core WFM metrics including Service Level, ASA, Abandonment, Occupancy, Shrinkage, and Utilization
Collaborate cross-functionally with HR, Finance, and IT to align workforce planning with broader business objectives
Support the rollout and optimization of contact center platforms (NICE CXone, RingCentral, DialPad or similar)
Contribute to continuous improvement efforts leveraging predictive analytics, NLP, and Machine Learning for advanced workforce modeling

Fulltime

Team Lead - Contact Center

The Team Leader – Contact Center is responsible for leading, coaching, and manag...

Location

India , Kochi

Salary:

Not provided

Mantle Solutions

Expiration Date

Until further notice

Requirements

Graduate in any discipline (Bachelor's degree preferred)
Minimum 2 years of experience in a Team Leader / Team Manager role in a Contact Center
Proven experience managing multi-channel operations (Email + Calls + Chat)
Strong background in E-Commerce, retail, or consumer goods customer service
Hands-on experience with CRM platforms (Salesforce, Zendesk, Freshdesk, or similar)
Experience with WFM tools (NICE, Aspect, Verint, or equivalent) (preferred)
Exposure to Six Sigma, Lean, or process improvement methodologies (preferred)
Knowledge of e-commerce platforms such as Shopify, Magento, or similar (preferred)
Familiarity with omnichannel contact center technologies and AI-assisted tools (preferred)

Job Responsibility

Lead, mentor, and coach a team of 10–20 CSRs across Email, Call, and Chat channels
Set clear performance goals and conduct regular one-on-one sessions and team huddles
Monitor attendance, schedule adherence, and manage shift rotations effectively
Handle escalations from team members and resolve complex customer issues promptly
Foster a positive, high-energy team culture with a customer-first mindset
Track, analyze, and report KPIs including AHT, CSAT, FCR, SLA %, Occupancy, and CPER
Conduct daily and weekly performance reviews using real-time dashboards and WFM tools
Identify trends, skill gaps, and improvement areas
action corrective plans promptly
Prepare and submit shift performance reports to Operations Manager

What we offer

Competitive salary with performance-linked incentives and quarterly bonuses
Health insurance and employee wellness programs
Structured career growth path: Senior TL → Assistant Manager → Operations Manager
Regular training, leadership development programs, and certification opportunities
Recognition programs including Employee of the Month, Spot Awards, and annual felicitations
Dynamic and inclusive workplace committed to employee engagement and growth

Fulltime

Java Application Development Technical Lead - IVR Contact Center

Java Application Development Technical Lead - IVR Contact Center, Vice President...

Location

India , Chennai

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

9+ years of hands-on experience in Java and enterprise application development, with strong expertise in microservices architecture
Proven experience designing and implementing RESTful APIs, event-driven systems, and distributed services
Must to have experience on Java, Spring boot, Microservices, JavaScript, NodeJS, API Gateways, MongoDB with AIML, GEN AI exposure
Strong understanding of cloud platforms, containerization, and CI/CD pipelines in enterprise environments
Exposure to modern UI technologies and experience collaborating closely with frontend teams
Working knowledge of AI/ML concepts, integrations, or platforms, with the ability to apply them in real-world use cases
Experience with system design, performance optimization, security, and scalability at an enterprise level
Strong leadership skills with experience mentoring developers and leading technical initiatives
Excellent communication skills with the ability to influence architectural decisions and engage senior stakeholders
Bachelor’s degree/University degree or equivalent experience

Job Responsibility

Lead the design and development of scalable, high-performance Java-based microservices aligned with enterprise architecture standards
Collaborate with a team of software developers, designers, and stakeholders to create software solutions that meet the needs of the business
Define and own end-to-end technical architecture, including backend services, APIs, data flows, and UI integration
Provide technical leadership to cross-functional teams, guiding best practices in coding, design patterns, and system reliability
Drive solution design for cloud-native applications, including service orchestration, resiliency, security, and observability
Collaborate with product, UI/UX, and business stakeholders to translate requirements into robust technical solutions
Review and approve technical designs, code, and deployment strategies to ensure quality and compliance
Identify opportunities to incorporate AI/ML capabilities and intelligent automation into existing and new platforms
Ensure code quality and adherence to best practices, perform code reviews, and provide technical guidance and mentoring to junior developers

Fulltime

Contact Center Efficiency Operations Lead

The Contact Center Efficiency Operations Lead will drive assertive cost reductio...

Location

United States , Austin

Salary:

136000.00 - 195000.00 USD / Year

Program Manager - Contact Center - NICE or Genesys

We are seeking an experienced Program Manager to lead the end-to-end implementat...

Location

United States , Dallas

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Minimum 8 years Program Management experience
10+ years of experience in technology program management or digital transformation initiatives
Proven experience implementing enterprise contact center platforms such as NICE or Genesys
Strong knowledge of contact center architecture, IVR platforms, and telephony infrastructure
Experience managing complex integrations across multiple enterprise systems using APIs and middleware
Experience designing agent desktop solutions and CRM integrations within contact center platforms
Strong leadership and stakeholder management skills with the ability to drive alignment across business and IT teams
Experience in insurance industry
Familiarity with AI-enabled contact center capabilities such as virtual agents, call summarization, and conversational analytics
PMP or Agile certifications preferred

Job Responsibility

Lead the end-to-end program delivery for implementation of a NICE or Genesys contact center platform, including planning, execution, governance, and rollout
Drive solution design and architecture discussions across contact center platform capabilities including voice routing, digital channels, workforce optimization, call recording, analytics, and reporting
Oversee IVR strategy and call flow design, ensuring optimal customer journeys, intelligent routing, and effective self-service capabilities
Lead telecommunication and telephony architecture coordination, including SIP trunks, carrier connectivity, call routing, and network readiness
Manage integration strategy and execution with enterprise systems such as CRM platforms, policy administration systems, claims platforms, customer data platforms, and identity services
Drive the design and implementation of native CRM capabilities within the contact center platform, enabling an integrated agent desktop and customer engagement workflows
Coordinate cross-functional teams including business operations, contact center leadership, IT architecture, engineering teams, and external vendors
Establish program governance, risk management, and executive reporting to ensure successful delivery aligned with business objectives
Manage vendor relationships including platform providers, telecom vendors, and system integrators

Fulltime

Specialist, Contact Center, Scheduler-1

Location

Philippines , Makati City

Salary:

Not provided

Mastercard

Expiration Date

September 30, 2026

Requirements

College Degree preferable in Business Administration/ Communication
Typically requires a minimum of 3-5 years’ experience in financial services industry and/or Customer Service environment
Demonstrates advanced experience in customer support
Demonstrated success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects
Demonstrated ability to own and manage a small-level business projects from end-to-end
Exhibits effective oral, written, and non-verbal communications with stakeholders within company and delivers high quality work
Have experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries
Demonstrated knowledge of consumer service standards, processes and tools
Advanced level of office tools
Intermediate Excel skills

Job Responsibility

Under general supervision, supports investigation and resolution of customer product/service inquiries, issues, concerns and requests
Follows established policies and procedures to review customer issues and inquiries and identify trends of product/service issues
Collaborate with other team members to support projects/initiatives related to customer support delivery
Provides support for Mastercard products and services directly to customers and ensures service standards and SLAs are met

Fulltime

Specialist, Contact Center, Scheduler-2

The Contact Center team is seeking an Associate Specialist fluent in Mandarin to...

Location

Philippines , Makati City

Salary:

Not provided

Mastercard

Expiration Date

September 01, 2026

Requirements

College Degree preferable in Business Administration/ Communication (typically requires a minimum of 3-5 years’ experience in financial services industry and/or Customer Service environment)
Advanced experience in customer support
Success at multi-tasking, prioritizing multiple projects concurrently, and managing as well as documenting processes for small parts of projects
Ability to own and manage a small-level business projects from end-to-end
Effective oral, written, and non-verbal communications with stakeholders within company
Experience leading investigation and resolution efforts to address advanced consumer product/service issues or inquiries
Knowledge of consumer service standards, processes and tools
Advanced level of office tools
Intermediate Excel skills
Bilingual – Advanced Mandarin & English skills

Job Responsibility

Manages day-to-day operations of the Cross Border Services Operations within the Contact Centre
Provides service and support for Mastercard products and services directly to customers
Engages via telephone, email, or other developing channels like chat or through other social media platforms
Acts as the voice of the customer by sharing reoccurring issues and opportunities for service improvement
Contributes to development of process improvement efforts and initiatives
Performs trends analysis, planning, forecasting, and monitoring
Investigates and resolves consumer product/service issues, concerns and requests
Troubleshoots complex or unusual consumer product/service inquiries and escalate issues
Supports investigation and resolution of customer product/service inquiries, issues, concerns and requests
Follows established policies and procedures to review customer issues and inquiries

Fulltime

Director, Contact Center

As Contact Centre Director, you will lead the end-to-end contact centre function...

Location

Philippines , Clark Freeport Zone, Pampanga

Salary:

Not provided

Wyndham Destinations

Expiration Date

Until further notice

Requirements

Proven leadership experience in contact centres and/or collections
Strong understanding of consumer finance and compliance
Data-driven, with a focus on performance and continuous improvement
Exceptional leadership and stakeholder management skills

Job Responsibility

Lead contact centre operations to deliver strong cash flow, service levels, and low defaults
Drive collections strategy, performance, and portfolio outcomes
Manage inbound demand, workforce planning, and team priorities
Ensure compliance with all regulatory and securitisation requirements
Oversee reporting, data integrity, and performance insights
Build strong stakeholder relationships across the business
Lead, coach, and develop high-performing teams
Drive continuous improvement across processes, systems, and service delivery

What we offer

Career development and cross-functional learning opportunities
Exposure to a large-scale finance operation
Collaborative team culture focused on growth and innovation
Be part of a company that values integrity, service, and teamwork

Fulltime

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