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 perform