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Consumer Direct Care Network Contact Center Manager in Missoula, Montana

Contact Center Manager

at Consumer Direct Care Network

(View all jobs)

Missoula, Montana

Company: Consumer Direct Care Network

Position: Contact Center Manager

Schedule: Full-time

Location: Missoula, Montana

For consideration of employment, please include a cover letter and resume.


Consumer Direct Care Network is seeking a Customer Service Operations Manager to work in a dynamic and fast-paced environment located in Missoula, MT. In this important role the Customer Service Operations Manager is responsible for the overall performance of the department including customer service, quality, staffing, attrition, and attendance. The person in this position will manage a team and be responsible for fostering employee leadership and team morale. The CS Operations Manager will work closely with others to ensure department objectives are met while taking an active role in promoting a culture of outstanding customer service.

The Consumer Direct Care Network owners, executives, and employees work together to fulfill the company mission to provide care and support for people in their homes and communities. Our interactions with the people we serve and each other are guided by our commitment to our company values of Respect, Integrity, Service, and Excellence.


  • Provide leadership, direction, and guidance to maintain overall performance of the department

  • Maintain and improve Call Center operations by performance monitoring, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, and managing the training and quality assurance programs

  • Meet service level agreements

  • Communicate potential performance issues and provide solutions to ensure business performance is maximized and client satisfaction is met

  • Plan, control and manage changes to services, policies, procedures, resources and facilities to positively and flexibly meet business needs

  • Supervisory responsibilities will include: hiring decisions, terminations, time authorizations, performance evaluations, professional development and coaching of direct reports

  • Continuously evaluate quality and performance trends of employees and provide necessary training

  • Collect, analyze and present call center trends and data for regular performance reports

  • Evaluate and present resource needs

  • Be cost conscious and ensure that resources are managed as efficiently as possible, maximizing opportunities to reduce costs without compromising service

  • Create and review Call Center policies and procedures

  • Collaborate with colleagues to communicate any changes or issues and make sure expectations are aligned

  • Maintain professional and technical knowledge by tracking emerging trends in call center operations management

  • All other duties as assigned


  • Bachelor’s degree preferred

  • 5 years’ call center operations experience

  • Thorough understanding of contact center operations, principles and metrics

  • Any telephony platform experience is a major plus.

  • Excellent written and verbal communication skills

  • Strong interpersonal skills and a collaborative style

  • Ability to prioritize, multi-task and adapt to a fast paced team oriented environment

  • Demonstrated ability to work within a diverse work group environment

  • Flexibility with working hours, which may include hours outside of normal scheduled work hours

  • Ability to handle multiple tasks and work with shifting priorities

  • Proficient with computers and related applications


When you join Consumer Direct Care Network, you will be exposed to numerous professional development opportunities. We welcome your contributions and value your integrity as we collaborate on work that moves us all toward a compassionate community. We have a long history of helping individuals build their careers in the home-care industry. This is truly a place where there is something for everyone, whether you are looking to support a particular lifestyle, seeking professional growth, or seeking new and challenging work, all in an expanding nationwide company with that small-company feel.

Most importantly, you will experience the satisfaction of working in a culture built on caring. Caring for others comes naturally at Consumer Direct Care Network, based in our long history of connecting people and championing change, all geared toward helping others. We are proud of the longevity and loyalty of our employees. Their commitment to doing good work is what makes us a leader in the industry.

As a Consumer Direct Care Network team member you will receive:

  • Benefits for all employees

  • Rewarding career helping others

  • Fun and engaging work environment built on team unity

  • Paid Time Off for the things you love to do

  • Holiday and sick time available

  • Retirement planning

  • Professional training to help advance your skills for career development

  • Job satisfaction knowing you make a difference in the work you do and lives we serve

    *Benefits may vary depending on employment status*


Consumer Direct Care Network specializes in home and community-based services that assist older adults and individuals of all ages with disabilities and impairments to continue to live their lives independently in their own homes and communities. We provide coordinated service delivery in 16 states and the District of Columbia. Our services span from financial management services and support brokerage to traditional agency in-home care and caregiving to behavioral health. We have extensive experience with Medicaid, Medicare, private insurance, and with supporting people who pay for their own care.

Your opportunities within our network are endless, it’s not just a job, it’s a career… advance it with the Consumer Direct Care Network!

The Consumer Direct Care Network and its subsidiaries is an Equal Opportunity Employer and drug-free workplace.