Contact Center Manager

About CORE

CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities.

With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.

Job Summary 

The Contact Center Manager is responsible for leading and overseeing the daily operations and performance of the contact center, ensuring the delivery of high-quality, efficient, and member-focused service across all contact channels.

This role provides strategic and operational leadership to contact center supervisors and the training function, driving performance, consistency, and continuous improvement.

The Contact Center Manager monitors key performance indicators, implements process improvements, supports workforce development, and ensures compliance with organizational policies and regulatory requirements.

Successful performance in this role requires strong leadership abilities, operational expertise in contact center environments, and a commitment to exceptional customer experience.

Essential Duties and Responsibilities


* Lead and manage a team of member services supervisors including recruitment, training, coaching, and performance management.


* Foster a positive and supportive work environment that promotes employee engagement, motivation and professional development.


*  Develop and implement processes to optimize team performance including new hire training, improving team efficiency, and meeting KPI goals.


* Optimize training and development for member service representatives, including routine training, onboarding for new employees, and training for new platforms, processes, and programs.


* Develop, implement and lead processes to optimize software testing for applicable contact center software. 


* Monitor and analyze key performance indices, such as service levels, contact channel volumes, average handle times, first contact resolution, ease of contact, and member satisfaction scores, to identify trends and areas for improvement.


* Implement quality assurance processes to ensure high standards of contact center performance, contact quality, and adherence to company policies and procedures, including compliance with regulations and bylaws.


* Collaborate with other departments to address operational issues, resolve escalations, and improve overall contact center performance and enhance the member experience.


* Utilize contact center technology effectively to enhance supervisor effectiveness, streamline processes, and improve the member experience.


* Prepare and present reports on supervisor performance and contact center operations, including KPI’s, trends, and improvement initiatives, to senior management.

Supervisory Responsibilities


* Plan, organize, train, coach, direct, and ev...