Contact Center Manager

Job Description
Seeking a mid- to senior-level Contact Center professional with strong, turnkey experience managing modern contact center environments. This individual will serve as a middle-tier Team Lead, overseeing multiple shift-based teams in a fully remote capacity.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: and Requirements
End-to-end (turnkey) knowledge of contact center operations
Hands-on experience with IVR systems and conversational AI (Bots)
Strong understanding of customer service workflows, escalation paths, and performance metrics
Proven leadership experience managing multiple shifts or teams simultaneously Familiarity with federal or government contact center environments preferred
Experience operating in structured, compliance-driven organizations is a plus
Experience at USCIS